RFP for Selecting an Agency for IT FMS Team for Bhamashah ...€¦ · RFP for Selecting an agency for IT FMS Team for Bhamashah State Data Centre Jaipur and DR Site Jodhpur Page 4

RFP for Selecting an agency for IT FMS Team for Bhamashah State Data Centre Jaipur and DR Site Jodhpur

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RFP for Selecting an Agency for IT FMS Team for

Bhamashah State Data Centre Jaipur and DR Site Jodhpur

Mode of Bid Submission Online though eProcurement/ eTendering system at

http://eproc.rajasthan.gov.in

Procuring Authority Managing Director,

RISL, First Floor, C-Block, Yojana Bhawan, Tilak

Marg, C-Scheme, Jaipur-302005 (Rajasthan)

Date & Time of Pre-bid meeting 22 March 2018 at 12.30 PM

Last Date & Time of Submission of Bid 18 April 2018 by 03.00 PM

Date & Time of Opening of Technical Bid 18 April 2018 by 05.00 PM

Bidding Document Fee: Rs. 10,000 (Rupees Ten Thousand only)

Name of the Bidding Company/ Firm:

Contact Person(Authorised Bid Signatory):

Correspondence Address:

Mobile No. Telephone &

Fax Nos.:

Website & E-Mail:

RajCOMP Info Services Limited (RISL)

First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur-302005 (Raj.)

Phone: 0141- 5103902 Fax: 0141-2228701

Web: http://risl.rajasthan.gov.in, Email: [email protected]

http://eproc.rajasthan.gov.in/


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Contents

Contents CONTENTS ................................................................................................................................................................... 2

ABBREVIATIONS & DEFINITIONS ........................................................................................................................... 6

1. INVITATION FOR BID (IFB) & NOTICE INVITING BID (NIB) ................................................................................ 9

2. PROJECT PROFILE & BACKGROUND INFORMATION ...................................................................................... 11

3. PRE-QUALIFICATION/ ELIGIBILITY CRITERIA .................................................................................................. 13

4. SCOPE OF WORK, DELIVERABLES & TIMELINES .................................................................................................... 18

1) Facility Management services for equipment’s/items 18

2) Co-location support to user’s for the equipment’s 24

3) Table for O&M (Operation and Maintenance) Reports 25

4) Manpower Resource Table at BSDC, Jaipur 26

5) Manpower Resource Table at DR Site, Jodhpur 27

6) Minimum Qualification, Relevant Experience & Certifications 28

7) FMS Manpower Responsibilities 31

5. INSTRUCTION TO BIDDERS (ITB) .................................................................................................................... 45

1) Sale of Bidding/ Tender Documents 45

2) Pre-bid Meeting/ Clarifications 45

3) Changes in the Bidding Document 45

4) Period of Validity of Bids 46

5) Format and Signing of Bids 46

6) Cost & Language of Bidding 47

7) Alternative/ Multiple Bids 47

8) Bid Security 47

9) Deadline for the submission of Bids 48

10) Withdrawal, Substitution, and Modification of Bids 49

11) Opening of Bids 49

12) Selection Method: 49

13) Clarification of Bids 50

14) Evaluation & Tabulation of Technical Bids 50

15) Evaluation & Tabulation of Financial Bids 51

16) Correction of Arithmetic Errors in Financial Bids 52

17) Negotiations 52

18) Exclusion of Bids/ Disqualification 53

19) Lack of competition 53

20) Acceptance of the successful Bid and award of contract 54


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21) Information and publication of award 54

22) Procuring entity’s right to accept or reject any or all Bids 54

23) Right to vary quantity 55

24) Performance Security 55

25) Execution of agreement 56

26) Confidentiality 56

27) Cancellation of procurement process 57

28) Code of Integrity for Bidders 57

29) Interference with Procurement Process 58

30) Appeals 58

31) Stay of procurement proceedings 59

32) Vexatious Appeals & Complaints 59

33) Offenses by Firms/ Companies 60

34) Debarment from Bidding 60

35) Change in status of the bidder 61

6. GENERAL TERMS AND CONDITIONS OF TENDER & CONTRACT ........................................................................ 62

Definitions 62

1) Contract Documents 62

2) Interpretation 63

3) Language 63

4) Eligible Goods and Related Services 63

5) Notices 64

6) Governing Law 64

7) Scope of Supply 64

8) Delivery of Services 64

9) Supplier’s/ Selected Bidder’s Responsibilities 64

10) Purchaser’s Responsibilities 64

11) Contract Price 65

12) Recoveries from Supplier/ Selected Bidder 65

13) Taxes & Duties 65

14) Copyright 65

15) Confidential Information 66

16) Sub-contracting 66

17) Specifications and Standards 66

18) Insurance 67

19) Inspection 67

20) Rejection 67

21) Extension in Delivery Period and Liquidated Damages (LD) 68


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22) Authenticity of Services 69

23) Patent Indemnity 69

24) Limitation of Liability 70

25) Force Majeure 71

26) Change Orders and Contract Amendments 71

27) Termination 71

a) Termination for Default 71

b) Termination for Insolvency 72

c) Termination for Convenience 72

28) Exit Management 72

29) Change Requests/ Management 75

30) Settlement of Disputes 76

7. SPECIAL TERMS AND CONDITIONS OF TENDER & CONTRACT .......................................................................... 78

1) Payment Terms and Schedule 78

2) Service Level Standards/ Requirements/ Agreement 79

A. Infrastructure Service Levels 79

B. Security Management Service Levels 80

C. Manpower Availability Service Levels 81

D. Help Desk Service Levels 83

Severity Factors 88

Service Management – Ticketing System for IT Infrastructure: 88

ANNEXURE-1: PRE-BID QUERIES FORMAT ............................................................................................................... 91

ANNEXURE-2: TENDER FORM .............................................................................................................................. 92

ANNEXURE-3: TECHNICAL BID COVERING LETTER ............................................................................................. 94

ANNEXURE-4: BIDDER’S AUTHORIZATION CERTIFICATE .......................................................................................... 96

ANNEXURE-5: SELF-DECLARATION .......................................................................................................................... 97

ANNEXURE-6: CERTIFICATE OF CONFORMITY/ NO DEVIATION ............................................................................... 98

ANNEXURE-7: DECLARATION BY BIDDER ................................................................................................................ 99

ANNEXURE-8: UNDERTAKING ON AUTHENTICITY OF THE SERVICES ........................................................................ 100

ANNEXURE-9: FINANCIAL BID COVER LETTER & FORMAT COVER LETTER .............................................................. 101

ANNEXURE-10: BANK GUARANTEE FORMAT ........................................................................................................ 112

ANNEXURE-11: DRAFT AGREEMENT FORMAT....................................................................................................... 117

ANNEXURE-12: INDICATIVE CONFIDENTIALITY AND NON DISCLOSURE AGREEMENT ............................................ 120

ANNEXURE-13: MEMORANDUM OF APPEAL UNDER THE RTPP ACT, 2012 ............................................................. 124

ANNEXURE-14: FORMAT FOR SUBMISSION OF PROJECT REFERENCES FOR PRE-QUALIFICATION AND TECHNICAL

EXPERIENCE .......................................................................................................................................................... 125

ANNEXURE-15: FORMAT FOR SUBMISSION OF PROJECT REFERENCES FOR PRE-QUALIFICATION AND TECHNICAL

EXPERIENCE .......................................................................................................................................................... 126


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ANNEXURE-16: ISO CERTIFICATION ...................................................................................................................... 127

ANNEXURE-17: HR CERTIFICATE FOR MANPOWER PROFESSIONALS .................................................................... 128


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ABBREVIATIONS & DEFINITIONS

Act The Rajasthan Transparency in Public Procurement Act, 2012 (Act No. 21 of 2012)

and Rules thereto

Agreed

Quarterly

payment

It means the total payment due in a quarter towards all services – FMS and

comprehensive onsite maintenance without calculation of penalties and/ or LD. (i.e.

without considering applicable penalties and/or LD) including quarterly payment of

CAPEX.

Authorised

Signatory

The bidder’s representative/ officer vested (explicitly, implicitly, or through conduct)

with the powers to commit the authorizing organization to a binding agreement. Also

called signing officer/ authority having the Power of Attorney (PoA) from the

competent authority of the respective Bidding firm.

BG Bank Guarantee

Bid/ eBid A formal offer made in pursuance of an invitation by a procuring entity and includes

any tender, proposal or quotation in electronic format

Bid Security A security provided to the procuring entity by a bidder for securing the fulfilment of

any obligation in terms of the provisions of the bidding documents.

Bidder Any person/ firm/ agency/ company/ contractor/ supplier/ vendor participating in the

procurement/ bidding process with the procurement entity

Bidding

Document

Documents issued by the procuring entity, including any amendments thereto, that set

out the terms and conditions of the given procurement and includes the invitation to

bid

BoM/BoQ Bill of Material/Bill of Quantity

CMC Contract Monitoring Committee

Competent

Authority

An authority or officer to whom the relevant administrative or financial powers

have been delegated for taking decision in a matter relating to procurement. MD,

RISL in this bidding document.

Contract/

Procurement

Contract

A contract entered into between the procuring entity and a successful bidder

concerning the subject matter of procurement

Contract/

Project Period

The Contract/ Project Period shall commence from the date of issue of Work order till

5 Years of Operations & Maintenance Services after Completion of FAT.

COTS Commercial Off The Shelf Software

Day A calendar day as per GoR/ GoI.

DeitY, GoI Department of Electronics and Information Technology, Government of India

DoIT&C Department of Information Technology and Communications, Government of

Rajasthan.

ETDC Electronic Testing & Development Center

FOR/ FOB Free on Board or Freight on Board

GoI/ GoR Govt. of India/ Govt. of Rajasthan

Goods

All articles, material, commodities, electricity, livestock, furniture, fixtures, raw

material, spares, instruments, software, machinery, equipment, industrial plant,

vehicles, aircraft, ships, railway rolling stock and any other category of goods,

whether in solid, liquid or gaseous form, purchased or otherwise acquired for the use

of a procuring entity as well as services or works incidental to the supply of the


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goods if the value of services or works or both does not exceed that of the goods

themselves

ICT Information and Communication Technology.

IFB

Invitation for Bids (A document published by the procuring entity inviting Bids

relating to the subject matter of procurement and any amendment thereto and

includes notice inviting Bid and request for proposal)

INR Indian Rupee

ISI Indian Standards Institution

ISO International Organisation for Standardisation

IT Information Technology

ITB Instruction to Bidders

LD Liquidated Damages

LoI Letter of Intent

NCB A bidding process in which qualified bidders only from within India are allowed to

participate

NeGP National e-Governance Plan of Government of India, Department of Information

Technology (DIT), Ministry of Communications and Information Technology (MCIT),

New Delhi.

NIB Notice Inviting Bid

Notification A notification published in the Official Gazette

OEM Original Equipment Manufacturer

PAN Permanent Account Number

PBG Performance Bank Guarantee

PC Procurement/ Purchase Committee

PQ Pre-Qualification

Procurement

Process

The process of procurement extending from the issue of invitation to Bid till the

award of the procurement contract or cancellation of the procurement process, as the

case may be

Procurement/

Public

Procurement

The acquisition by purchase, lease, license or otherwise of works, goods or services,

including award of Public Private Partnership projects, by a procuring entity whether

directly or through an agency with which a contract for procurement services is

entered into, but does not include any acquisition without consideration, and

“procure” or “procured” shall be construed accordingly

Project Site Wherever applicable, means the designated place or places.

PSD/ SD Performance Security Deposit/ Security Deposit

Purchaser/

Tendering

Authority/

Procuring

Entity

Person or entity that is a recipient of a good or service provided by a seller (bidder)

under a purchase order or contract of sale. Also called buyer. RISL in this RFP

document.

RajSWAN/

RSWAN Rajasthan State Wide Area Network

RISL RajCOMP Info Services Limited


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BSDC Bhamashah State Data Centre, Sansthan Path, Jhala Institutional Area, Jaipur,

Rajasthan

DR Site Disaster Recovery Site, Mahendra Arora Circle, Jodhpur, Rajasthan

Services

Any subject matter of procurement other than goods or works and includes physical,

maintenance, professional, intellectual, consultancy and advisory services or any

service classified or declared as such by a procuring entity and does not include

appointment of any person made by any procuring entity

SLA

Service Level Agreement is a negotiated agreement between two parties wherein one

is the customer and the other is the service provider. It is a a service contract where

the level of service is formally defined. In practice, the term SLA is sometimes used to

refer to the contracted delivery time (of the service) or performance.

State

Government

Government of Rajasthan (GoR)

State Public

Procurement

Portal

http://sppp.raj.nic.in

STQC Standardisation Testing and Quality Certification, Govt. of India

Subject

Matter of

Procurement

Any item of procurement whether in the form of goods, services or works

TIN Tax Identification Number

TPA Third Party Auditors

GST Goods and Service Tax

WO/ PO Work Order/ Purchase Order

http://sppp.raj.nic.in/


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1. INVITATION FOR BID (IFB) & NOTICE INVITING BID (NIB)


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2. PROJECT PROFILE & BACKGROUND INFORMATION

RajCOMP Info Services Ltd. (RISL) intends to select an agency for providing IT FMS services at Bhamashah

State Data Centre, Jaipur, Rajasthan and DR Site, Jodhpur, Rajasthan for next three years.

The Government of Rajasthan recognized the potential of Information and Communication Technology

(ICT) for rapid and all round development in general and transforming governance in particular. It was

envisioned to make Government services accessible to the common man in his locality, through common

service delivery outlets and ensure efficiency, transparency & reliability of such services at affordable

costs to realize the basic needs of the common man. It needs to develop the core and other supporting

infrastructure for sustaining e- Governance initiatives across the State. It was envisioned to “make all

Government services accessible to the common man in his locality, through common service delivery

outlets and ensure efficiency, transparency & reliability of such services at affordable costs to realize the

basic needs of the common man”.

Keeping in view of above objectives, RISL had set up three subsequent Data Centres at different intervals

as per requirements to provide efficient electronic service delivery of G2G, G2C and G2B services, to

enable various State departments to host their services/applications on a common infrastructure leading

to ease of integration and efficient management, ensuring that computing resources and the support

connectivity infrastructure is adequately and optimally used, to provide better operations & management

control, to minimize overall cost of Data Management, IT Management and Deployment through use of

common infrastructure. All the three Data Centers are integrated and in operation. Details of the present

data centres are as below:

Phases Location Approx. Server

Farm Area

Rack

Space

Date of start of

operations

Phase – 1

(under NEGP)

1st Floor, IT building, Yojana

Bhawan, Jaipur 1700 sq. ft 43 27-06-2011

Phase – II

(DR Site)

(State Fund)

New Library Building,

Secretariat, Jaipur 400 sq. ft 15 15-07-2015

Phase – III

(State Fund)

3rd Floor, Yojana Bhawan,

Jaipur 2050 sq. ft 81 15-12-2015

Phase – IV Jhalana Institutional area,

Jaipur 36000 sq. ft 600

Construction in

progress

All the IT initiatives taken by the State Government are being matured and most of the business processes

are being made paperless and are being kept digitally. All the IT services are being provided and

maintained from the above Data Centres as primary resource i.e. primary site. All the record keeping of

Government functioning is being maintained digitally at the primary site and size of applications and data

is gradually increasing. Therefore, an active stand by site is required to maintain replica of the existing

infrastructure so that each and every transaction can be kept at some another place. Keeping in view

some unforeseen disaster strikes at the primary site, Disaster recovery planning is essentially required for

business continuity. It includes planning for resumption of applications, data, hardware, electronic

communications (such as networking) and other IT infrastructure and it refers to the disaster recovery

plan (DRP) for IT related infrastructure recovery and continuity. Therefore, a secondary site is required at


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remote place and far away from primary sites as a subset of IT infrastructure to plug in and start running

so that there is no business disruption. Therefore, the Department of Information Technology decided to

establish a Disaster Recovery site at Jodhpur, Rajasthan.

In the Compliance of Budget proclamation of Hon’ble Chief Minister, a new Sate Data Centre named as

Bhamashah State Date Centre is being constructed at Sansthan Path, Institutional area, Jaipur for housing

600 Racks to host applications on a common infrastructure leading to ease of integration and efficient

management and a DR Site is being constructed, at Jodhpur for housing 80 Racks for IT related

infrastructure recovery and continuity. Both the Data Centres would be made operational shortly.

Purchase Order for procurement of IT equipments has also been placed for both the sites.

Facility Management Services (FMS) are required to operate and maintain the IT equipments and services

at both the Data Centres to keep on running the services by 24 X7. It needs qualified and experienced

personals of different domain like Project Management, different flavour of Operating Systems,

Networking, Network Security, ENMS/NMS, systems integration, Cloud management, different flavour of

Databases, etc.


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3. PRE-QUALIFICATION/ ELIGIBILITY CRITERIA

1) Pre-Qualification Criteria

A bidder participating in the procurement process shall possess the following minimum pre-qualification/

eligibility criteria.

S.

No.

Basic

Requirement

Specific Requirements Documents

Required

1. Legal Entity The bidders should be a Proprietorship firm duly

registered either under the Rajasthan Shops &

Commercial Establishments Act, 1958 or any other

Act of State/ Union, as applicable for dealing in the

subject matter of procurement

(Note: A self-certified declaration regarding the non-

applicability of registration to any Act should be

submitted by the bidder)

OR

A company registered under Indian Companies Act,

1956

OR

A partnership firm registered under Indian

Partnership Act, 1932.

- Copy of valid

Registration

Certificates

- Copy of Certificates

of incorporation

-Copy of Partnership

deed

2. Financial:

Turnover

from IT/ ITeS

Average Annual Turnover of the bidder during the

last five (5) financial years, i.e., from 2012-13 to

2016-2017 (as per the last published audited

balance sheets), should be at least Rs. 300.00 Crores

AND

Average INR 100.00 Crores from IT FMS services in

India during the last 5 Financial Years.

CA Certificate with

CA’s Registration

Number/ Seal.

3. Financial:

Net Worth

The net worth of the bidder, as on 31st March 2017,

should be Positive.

CA Certificate with

CA’s Registration

Number/ Seal

4. Tax

registration

The bidder should have a registered number of

i. GST where his business is located

iii. Income Tax / Pan number.

Copies of relevant

certificates of

registration

5. Mandatory

Undertaking

Bidder should: -

a) not be insolvent, in receivership, bankrupt or

being wound up, not have its affairs

administered by a court or a judicial officer, not

have its business activities suspended and must

not be the subject of legal proceedings for any

of the foregoing reasons;

b) not have, and their directors and officers not

have, been convicted of any criminal offence

related to their professional conduct or the

making of false statements or

Self-Certification by

the authorized

signatory

as per Annexure-5:


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S.

No.

Basic

Requirement


Required

misrepresentations as to their qualifications to

enter into a procurement contract within a

period of three years preceding the

commencement of the procurement process, or

not have been otherwise disqualified pursuant

to debarment proceedings;

c) not have a conflict of interest in the

procurement in question as specified in the

bidding document.

d) comply with the code of integrity as specified in

the bidding document.

6. Relevant

Business

Experience

The Bidder should be in the business of providing IT

FMS Services for Data Centres for at least last 10

years.


the authorized

signatory and

Copy of work orders

confirming years

and Area of activity.

7. Experience

in providing

IT FMS

The bidder should have experience in providing IT

Facility Management Services at least three Data

Centres during the last five (5) years (2012-13 to

2016-2017) in India

IT FMS for Data Centres with Project cost

of average 10 Crore or more per annum

for will be considered.

Bidder’s in house data centres shall not be

considered.

Bidders who have built their own Internet

Data Centre (IDC) for commercial use will be

considered.

Annexure-14 per

project reference

And

Work Completion

Certificates from the

client;

OR

Work Order + Phase

Completion

Certificate from the

client

8. Certifications The bidder must possess, at the time of bidding, a

valid

a. ISO 9001:2008 or Latest

b. ISO 27001:2013

c. ISO 20000

Copy of a valid

certificates

9. Manpower

Strength

The bidder must have on its roll at least 1000

technically qualified professionals of Facility

Management Services of the level of L4, L3, L2 in

Project Management, different flavour of Operating

Systems, Networking, Network Security, EMS/NMS,

Systems integration, Cloud management, different

flavour of Databases including Oracle, MY SQL, MS

SQL, PG SQL and prior experience in providing the


the authorized

signatory and HR

department with

clear declaration of

staff – year wise,

level/designation

wise.


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S.

No.

Basic

Requirement


Required

Data Centre Facility Management Services as on

date of bid submission.

10. Experience

of

maintaining

ISO 27001 /

ISO 20000

certified

Data Centres

The bidder must have operated / Managed or is

operating / managing with ISO 27001 / ISO 20000

certified at least three Data Centres (valid as on

tender submission date).


the authorized

signatory as per

Annexure-15 along

with ISO 27001 / ISO

20000 certification

of the clients

11. ISO 27001

and ISO

20000 lead

auditors

Bidder must have at least three ISO 27001 lead

auditors and at least three ISO 20000 lead auditors

in the organization (valid as on tender submission

date)


the authorized

signatory as per

Annexure-16 and

HR department

along with list of

resources

Note: The bidder has to submit supporting documents as evidences to fulfil the eligibility criteria for

making evaluation by the Tendering Authority. During the bid evaluation stage, the Tendering Authority

may request for clarification (if required).

2) Technical Evaluation Criteria

Only bidders who meet all the pre-qualification criteria shall be evaluated for the Technical evaluation.

In order to determine whether the bidders are qualified and whether the technical aspects are

substantially responsive to the requirements set forth in the bidding documents, the Tendering

Authority will examine the information supplied by the Bidders and shall award points to the bidders

on the basis of the following:

The following criteria have to be fulfilled by bidders and shall be used to evaluate the technical bids:

S.

No.

Evaluation Criteria Maximum

Marks (50)

Formats to be filled

for compliance

A. Organizational Strength 50

i. Bidder’s experience in providing IT FMS in Data

Centres in India, during the last five (5) years (2012-

13 to 2016-2017)

Bidder can submit maximum 5 projects and

accordingly the marks will be awarded

a) If Project cost of FMS is >10 crore and <=15 crore

per annum then only 1 mark per project shall be

10

Schedule A

as per “ANNEXURE-

14”


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S.

No.

Evaluation Criteria Maximum

Marks (50)

Formats to be filled

for compliance

awarded to the bidder

b) If project cost of FMS is >15 crore per annum

then 2 marks per project shall be awarded to the

bidder

ii. 3) Number of technically qualified professionals of

Facility Management Services, as per clause 9 of Pre-

Qualification Criteria, on its role in the organization

>2000 then 10 Marks

>1500 <= 2000 then 8 Marks

>1000 <= 1500 then 6 Marks

10

Schedule B

Valid HR Certificate

as per “ANNEXURE-17”

iii. Average Annual Turnover of the bidder during the

last five financial years, i.e., from 2012-13 to 2016-

2017 (as per the last published audited balance

sheets)

> Rs 800 Cr = 10

> Rs 600 Cr <=Rs 800 crores = 8;

> Rs 300 Cr <=600 crores = 6;

10

Schedule C

as per “CA Certificate

with CA’s Registration

Number/ Seal”

iv. Data centres that the bidder has operated / Managed

or is operating / managing with ISO 27001 / ISO

20000 certification (valid as on tender submission

date) will be considered for evaluation under this

clause.

Bidder with maximum number of such data

centres (capped to 5 nos) shall be awarded full 10

marks and the others shall be awarded marks on

relative (prorata) basis.

10

Schedule D

as per “ANNEXURE-

15”

v. Bidder shall have resources having ISO 27001

lead auditor certification, ISO 20000 lead auditor

certification (valid as on tender submission date)

a) If No. of resources having ISO 27001 lead auditor

certificate is

> 10 then 5 marks

> 5 and <=10 then 4 marks


b) If No. of resources having ISO 20000 lead auditor

certificate is

> 10 then 5 marks



10

Schedule E

Valid HR Certificate

as per “ANNEXURE-16”


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In addition to meeting the pre-qualification criteria mentioned above, only bidder(s) that meet the above

mentioned criteria and scored minimum 70 % of technical evaluation criteria i.e. 35 marks out of total 50

marks shall be eligible.


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4. SCOPE OF WORK, DELIVERABLES & TIMELINES

The selected bidder shall operate and maintain the Bhamashah State Data Centre Jaipur and DR Site

Jodhpur for a period of 3 years from the date of Work Order. The minimum specified work to be

undertaken by the selected bidder for providing IT FMS services has been categorized as under:

i. IT FMS Services for equipment’s/items and related services for the equipments installed or to be

installed at Bhamashah State Data Centre, Jaipur and DR Site Jodhpur during the contract period

ii. Co-location support to user departments/agencies for the equipment’s installed in Bhamashah

State Data Centre, Jaipur and DR Site Jodhpur wherever FMS services are not applicable.

1) Facility Management services for equipment’s/items

The following are the major activities to be carried out.

i. Asset Management Services

a. Tendering authority will provide the current list of assets to the selected DCO. The DCO

shall be required to create and maintain database of all the assets procured/installed in

the Data Centres as per following details:

i. The database should have information like make, model, configuration details,

serial numbers, licensing agreements, warranty and AMC details, place/location of

installation etc.

ii. The DCO shall be required to create and maintain Software inventory with

information such as Licenses, Version Numbers and Registration Details along

with their configuration details and history.

b. The DCO shall be required to record installation and removal of any equipment and

inform tendering authority even if it is temporary.

c. The DCO shall be required to perform software license/patch management and notify

tendering authority on licensing contract renewal before 3 months of expiry.

d. The DCO shall be required to register all software ( in case not registered) with respective

OEMs however renewal cost for the licenses shall be taken care by tendering authority

e. The DCO shall use existing software for Asset Management Services with integration of

DCIM tool, if possible.

ii. Preventive Maintenance Services

The DCO or DCO in co-ordination with equipment service provider shall provide preventive

maintenance services for all the equipment’s for which maintenance services are to be provided by

DCO at least once in every quarter. The preventive maintenance shall include

a. Cleaning and removal of dust and dirt of the equipment with appropriate precautions.

b. Conduct inspection (check for loose contacts in the cable and connections etc.), health

checking of all components of the equipment’s, testing, satisfactory execution of

diagnostics and necessary repairing of equipment.

c. DCO shall intimate and take due approval from purchaser before carrying out preventive

maintenance activity.

iii. Corrective Maintenance Services

The details of the work to be undertaken by DCO are as follows:

a. Troubleshooting of problems related to the equipment’s/network/services and

rectification of the same.


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b. DCO shall co-ordinate with respective OEM for supplied items/maintenance service

agency for repairing/ replacement of defective parts/components.

c. Get Replaced parts/components beyond repair with parts/components of same or better

specifications ensuring compatibility.

d. Get arranged suitable standby for parts/components with same or better specifications till

the time the original part/component if repaired or replaced so that daily business is not

affected.

e. The Maintenance support for equipment’s shall include all passive components like

screws, clamp, fasteners, ties anchors, supports, ground strips, wires, fibre connecting

kits, gears, spares, power-cables, lightening, Network cables etc.

f. Maintenance support services pertaining to Cabling and OFC shall include:

i. Splicing, repairing & testing of OFC.

ii. Re-fixing/shifting of cables/OFC whenever switches and racks are shifted or

otherwise.

iii. Removing and laying of UTP cable and I/Os with casing, etc in case renovation

activity is undertaken in any of the data centres covered under the project.

iv. Replacement/repair of OFC/UTP/Power cables & connectors/ ports/ equipment

on entire laying route within the data centre

v. Maintenance of cables and conduits of equipments

vi. Documentation of problems, isolation, cause and rectification procedures for

building knowledge base for the known problems.

iv. Configuration and reconfiguration/rollback of equipment’s/network/services

a. The DCO shall be responsible for configuration/re-configuration/rollback of all the

equipment’s /Software /services as and when required.

b. The DCO shall maintain a record of hardware and software configurations of all

equipment’s including the details of different policies implemented on the devices such as

VLAN configurations, access control lists, routing filters, clustering details etc. DCO shall

keep regular backups of the configurations of each of the devices.

c. DCO shall adhere to the change management procedures already defined to ensure that

no unwarranted changes are carried out on the devices. All the changes must be formally

approved by the DCO designated team leaders and recorded. The Purchaser /designated

agency shall communicate such change management procedures and their amendments

made time to time.

d. DCO shall do proper version management of all the configurations.

e. DCO shall ensure that these configurations are not accessible in general and must be kept

confidential with the Purchaser and project manager as per security policy of Data centre.

f. DCO shall have the capabilities to configure or reconfigure hardware/software installed in

data centres during the contract period.

v. Vendor Management Services


Page 20 of 128

DCO shall coordinate with external vendors for upkeep of equipment’s/software/services to meet the

SLA and shall liaison with respective vendors/OEMS for repairs/replacement of items and/or

update/upgrade/troubleshoot the software/services. To perform this activity, the DCO shall

a. Maintain equipment/software/service wise database of the various vendors and service

providers with details like contact person, telephone numbers, escalation matrix,

response time and resolution time commitments, expiry date of Maintenance

Services/Warranty/Software Assurance/Support etc.

b. Log and escalate the calls with respective vendors/OEM/service providers within 1 hour

from occurrence of incident/ problem, repetitive pursuance and coordinate with them to

get the equipment repaired/problems resolved.

vi. Network Management Services

The scope of work under network management services would include –

a. To ensure continues operation and upkeep of the LAN Infrastructure at the Data Centres

including all active and passive components so that the network is available 24 x7 as per

the prescribed SLA.

b. Configuration/Reconfiguration/deployment and Management of various policies like

Security policies, Access policy, IP Policy, routing policy, firewall policies etc. as per ISO

requirements for providing accessibility between external links and their infrastructure

hosted at the Data Centres in co-ordination with respective vendors including but not

limited to opening/closing of specific ports on network devices.

c. Configuration, management and maintenance of Network Management Software

deployed at the Data Centres.

d. Performance tuning to ensure resilient performance, reliability and high availability of the

network services. A performance matrix has to be provided by vendor to the Tendering

Authority on monthly basis and as and when required.

e. Coordination with National Informatics Centre, Jaipur/Delhi for NKN.

f. The DCO shall also be responsible for integration, management, maintenance

configuration/reconfiguration of any additional Internet Bandwidth/networks which

needs to be integrated with SDC network during entire contract period.

g. The DCO shall be responsible to monitor the availability of various links and their packet

drop, latency and utilization at the Data Centres network .The DCO shall also maintain logs

on the basis of time, interface, IP address, application wise etc. for traffic analysis for the

requisite period defined in respective policies.

vii. Server Management Services

DCO has to provide these services for existing servers and servers to be procured in future.

a. DCO shall manage the servers on end-to-end basis including server administration,

performance tuning, hardware and software support and upkeep of the server. The DCO

shall also undertake installation/re-installation of all the servers in terms of operating

system, databases, clusters, virtualization, Application Server software, latest Software

updates/upgrades, patches etc.

b. DCO shall provide device/peripherals management, user management, file system

management, files management services for the servers.


Page 21 of 128

c. DCO shall implement operating system security/hardening and application server

software level security for the servers.

d. DCO shall deploy and upload/configure/host and manage web sites, application software

and databases on the servers as per requirement and poicies. The DCO shall also

coordinate and provide all assistance/services to the purchaser and the users of

respective websites/applications for smooth operations and resolution of day to day

problems.

e. DCO shall assign rights on servers to different user’s w.r.t. FTP, Remote Access etc. as per

defined policies.

f. DCO shall also maintain and manage Domain Name Server (DNS).

g. DCO shall be responsible to maintain optimum utilization of all the equipment’s w.r.t.

keeping close watch on optimum performance of Hardware/OS/Network

software/processes/database with detecting contention, wait state and queue of jobs on

the equipment’s, Network, I/O, storage/concurrent load on the devices, etc. and

implementing necessary measures to rectify the issues. A performance matrix has to be

provided by vendor to the Tendering Authority on monthly basis and as and when

required.

viii. Backup & Recovery Management Services

a. DCO shall ensure periodic backups of all the servers OS through the backup servers

installed in the Data Centres as per policy/ guidelines.

b. DCO shall take backup of VM’s, Server Configuration, Databases, and Storage etc.

c. The DCO shall restore the backups as and when required with having minimum downtime.

d. DCO shall be responsible for proper labelling and housing of the backup media for

identification and retrieval.

e. DCO shall be responsible for Backup tool and Storage Manager Installation, configuration,

administration, maintenance and troubleshooting.

f. Transfer of data from one Data Centre to another Data Centres/ DR Sites.

ix. Help Desk Support

a. The DCO shall provide 24 x 7 help desk support from State Data Centre to all Users/User

departments whose servers are hosted in SDC.

b. The DCO shall maintain ITIL Compliant helpdesk tool including configuration/

reconfiguration/ upgrade/update.

c. DCO shall log all calls received through any medium viz. telephone/email/in writing/in

person, shall generate a ticket mentioning type of problem, Severity level etc. using

helpdesk tool and forward the same to concerned FMS team/person, Project OIC(s) and

user.

d. The DCO shall provide various services to different users on demand basis as and when

required as mentioned in RFP. The request would be made on help desk by the user by

dedicated help line number/Specific email account and DCO shall get approval from the

officer in charge of the Data Centres as designated by the purchaser. The resolution time

for such services would be as per SLA. However, the purchaser/authorized entity may

scale up the severity level depending upon the requirements.

e. The indicative lists of such services but not limited to as under -


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i. Change Request for opening/closing of a Port on device

ii. Request for FTP rights

iii. Request for Internet Access as per policy

iv. Request for DNS Entry

v. Request for uploading of Web Site/Applications/Databases on

Web/Application/database servers in non-virtualized, virtualized, cloud

environment in the Data Centres as per the requirement.

vi. Change request for Routing Policies

vii. Change Request for Firewall Policy

viii. Request for Installation/Re-Installation of Servers/OS etc.

ix. Request for Installation/Re-Installation of Databases

x. Request for assigning rights on devices/servers/database/network

x. Data base management services

a. DCO shall undertake tasks of managing changes to database schema, creation/alteration

of Database, disk space, storage, user roles, parallel distribution of data on storage to

balance the I/O load.

b. DCO shall periodically perform configuration checks and fine tune the databases with

respect to performance and proactive identification of potential problems

c. DCO shall provide performance monitoring, Maintenance and tuning of the databases on

a regular basis as well as proactive health check-ups.

d. DCO shall manage database upgrade, patch upgrade, patches, and updates as and when

required with planned minimal downtime.

e. DCO shall provide database performance and health reports to the purchaser as per

standards.

f. DCO shall assign rights on database for different users.

g. DCO shall upload / create/alter users and assigning privileges and Roles

h. DCO shall create logical objects/procedures/triggers/functions/packages in the data base

on the request of designer/developer of the applications.

i. DCO shall be responsible for taking database backups, restoration and recovery of

Database as per the policy.

j. The backup policy would be framed by the DCO keeping in view of severity of different

databases and MTTR. The policy would be approved by the Tendering Authority and

gradually be updated as per requirements.

k. DCO shall be responsible to maintain optimum utilization of all the equipment’s w.r.t.

database operations and keeping close watch on optimum performance of

Hardware/OS/Network software/processes/database objects with detecting contention,

wait state and queue of jobs on the equipment’s/memory objects/ processes/ Network/

I/O/ storage/concurrent load on the devices, etc. and implementing necessary measures

to rectify the issues. A performance matrix has to be provided by the bidder to the

Tendering Authority on monthly basic and as and when required.

l. DCO shall implement monitoring of uses of devices/objects/users as and when required.

m. DCO shall be responsible for implementing Database Audit of devices/ objects/

transactions/ users to identify malicious/suspected activities as and when required

through database tools or writing its own scripts.


Page 23 of 128

xi. Storage Administration and Management Services

The bidder shall be responsible for the configuration/reconfiguration and management of the storage

solution and shall provide the following services:

a. Manage key resources in the Storage solution

b. Manage interconnects between key resources in the Storage solution

c. Receive asynchronous notification that the configuration of the Storage solution has

changed

d. Manage the health of key resources in the Storage solution

e. Manage the available performance of interconnects in the Storage solution

f. Receive asynchronous notification that the performance of the Storage interconnect

solution has changed

g. Manage the zones being enforced in the Storage solution

h. Manage the storage volumes in the Storage solution

i. Manage the connectivity and access rights to Storage Volumes in the Storage solution

j. To facilitate the purchaser in connecting to the Storage later and provide access rights as

required.

k. To ensure optimum uses of storage and to provide advisory.

xii. Security Administration and Management Services

The objective of this service is to provide a secure environment in compliance to the ISO security

policy. This service includes:

a. Addressing the ongoing needs of security management including, but not limited to,

monitoring, troubleshooting of various devices/ tools such as firewall, IPS/IDS, virus

protection, and vulnerability protection through implementation of proper patches,

procedures and rules.

b. Maintaining an updated knowledge base of all the published security vulnerabilities and

virus threats for related software and microcode etc.

c. Ensuring that latest patches/ workarounds for identified vulnerabilities are applied

immediately. Any up-gradation of software such as antivirus signatures etc. in the Data

Centres shall be the responsibility of the DCO during the entire period of FMS. DCO shall

enforce update/upgrade management.

d. Respond to security breaches or other security incidents by taking corrective measures,

providing guidelines to users and coordinate with respective OEM in case a new threat is

observed to ensure that workaround /patch is made available for the same.

e. Maintenance and management of security devices, including, but not limited to

maintaining firewall services to restrict network protocols and traffic, detecting intrusions

or unauthorized access to networks, systems, services, applications or data, protecting

email gateways, firewalls, servers, from viruses.

f. Ensuring that the security policy is maintained and updates to the same are made

regularly as per ISO 27001, BS 7799 and BS 15000 guidelines.

g. Compliance of security regulations defined by Government of India or any other Govt.

Authorized agency such as CERT-IN etc.

xiii. ISO 27001 and ISO 20000 certification and sustenance for 3 Years


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a. It is the responsibility of bidder to get a fresh ISO certificates for BSDC and DR Site,

Jodhpur and sustenance of the same till the Project End Date at his own cost.

b. For the maintenance of these certifications, the DCO is required to adhere to all the

policies and ensure documentation and maintenance of reports as required for

maintaining the certification.

c. DCO would be responsible for operating, monitoring, reviewing, maintaining and

improving the Information Security Management System and Facility Management

Services at the Data Centres till project End date.

d. DCO has to coordinate with authorized certifying agencies for maintaining the continuity

of the certifications and receive the continuity certificates from authorised certifying

agencies till the end of the project period. The DCO will correspond with and provide all

relevant information to the certifying agencies for the purpose. All the cost towards

maintenance and for new/continuity/extension, as the case may be, of the certificates will

be borne by the DCO for the entire project period. Fees and other expenses payable to the

certification agency shall be borne by the bidder.

e. Activities to be performed for ISO certification

i. Current state assessment of ISO 20000/27001 processes, technologies, skills and

operations

ii. Gap analysis and recommendations for improvement based on ISO 20000/27001

requirements

iii. Design and development of new/modified policies/ processes

iv. Recommendations on updation of new/modified ITSM/ISMS as and when

required

v. Deployment of new/changed processes

vi. Training of operating personnel on processes

vii. Handholding the operating personnel for audit readiness

viii. Certification

ix. Support for 3 years

f. Min. Bidder Resources on site for implementing/achieving ISO 27001 and ISO 20000

Certification is as follows:

i. Process/tools consultant ISO 27001: 1No.

ii. Process/tools consultant ISO 20000: 1No.

2) Co-location support to user’s for the equipment’s

In Co-Location the user brings their own hardware and software such as servers, storage & racks (optional),

operating systems, applications etc. The DCO would provide the common services like space,

uninterrupted power, cooling and physical security including firefighting and Surveillance, path for user’s

own connectivity, unsecured network connectivity, physical operation support (like switching on/off of

equipment, plugging/unplugging power & network cables, placing/ removing media such as CD/DVD in

physical drive, escorting of service engineer to equipment location etc.) for existing co-located

infrastructure as well as any other infrastructure that may be co-located in future during the project

period.


Page 25 of 128

3) Table for O&M (Operation and Maintenance) Reports

Sr. Scope of Work Activity Deliverable Timeline

Facility

Management

Services and Co-

location Support

I. Asset Management

Services

List of Hardware/Software with

all details as mentioned in Scope

of Work under Asset

Management Services clause.

Within 15

days from the

end of

respective

quarter II. Preventive

Maintenance Report

Equipment wise and date wise

detailed reports of preventive

maintenance services provided

during the quarter along with

copy of call report.

Assessment report of

performance and future

requirement with respect to the

equipment’s covered under

preventive maintenance.

III. Corrective

Maintenance

Reports

Equipment wise and date wise

detailed and MIS reports of

corrective maintenance services

got provided during the quarter

IV. Configuration and

reconfiguration/

rollback of

equipments /

network / services

Configuration document (latest)

for selected equipments/

software, as may be finalized by

tendering authority as per

approved format.

V. Vendor

Management Report

Date wise details of calls logged

with external vendor and their

resolution time in order to

monitor compliance with the

SLA signed with the respective

vendor, if any.

VI. Network

Management Report

Network up time report of all

network devices and network

connectivity links/ leased lines

Performance Matrix report

monthly/quarterly

VII. Server Management

Report

a. updates/upgrades, patches

history report

b. Server up time report along

with logs

VIII. Backup and

recovery services

Exception report along with

related logs

IX. Help Desk Support Detailed SLA compliance report

and logs


Page 26 of 128

Sr. Scope of Work Activity Deliverable Timeline

X. Database

Management Report

Performance, Growth and

Patching reports as per the

scope

XI. Storage

Management Report

Utilization and capacity reports

as per the scope

XII. Security

Administration

Exception report as per the

scope

XIII. Service Levels Service Level Reports

Note: DCO has to provide all the reports and deliverables mentioned above and provide any

additional reports as required by purchaser as and when required.

4) Manpower Resource Table at BSDC, Jaipur

S.No. Role

6:00 AM to 3:00 PM

9:30 AM to 6:30 PM

2:00 PM to 11:00

PM

10:00 PM to 7:00 AM

TOTAL 1ST

YEAR 2ND YEAR

3RD YEAR

1 2 3 4 5 6 7 8 9 10

1 Sr. Project Manager 0 1 0 0 1 1 1 1

2 Project Manager 1 1 1 1 4 4 4 4

3 Quality Manager 0 1 0 0 1 1 1 1

4 Cloud Specialist L4 0 1 0 0 1 1 1 1

5 Cloud Specialist L3 2 3 3 2 10 6 8 10

6 Database Administrator L4-(Oracle)

0 1 0 0 1 1 1 1


1 2 2 1 6 4 5 6


2 3 3 2 10 6 8 10

9 Database Administrator L4-(MS SQL, PG SQL and My SQL)

0 1 0 0 1 1 1 1

10 Database Administrator L3-(MS SQL)

1 2 2 1 6 4 5 6


2 3 3 2 10 6 8 10

12 Database Administrator L3-(PG SQL and My SQL)

1 2 2 1 6 4 5 6

13 Network Specialist – L4

0 1 0 0 1 1 1 1


1 2 2 1 6 4 5 6


Page 27 of 128

S.No. Role

6:00 AM to 3:00 PM

9:30 AM to 6:30 PM

2:00 PM to 11:00

PM

10:00 PM to 7:00 AM

TOTAL 1ST

YEAR 2ND YEAR

3RD YEAR

1 2 3 4 5 6 7 8 9 10


2 3 3 2 10 6 8 10

16 Network Security Specialist – L4

0 1 0 0 1 1 1 1


1 2 2 1 6 4 5 6

18 System Specialist(Linux) – L4

0 1 0 0 1 1 1 1

19 System Specialist(Linux) – L3

1 2 2 1 6 4 5 6

20 System Specialist (Linux) – L2

2 3 3 2 10 6 8 10

21 System Specialist (Windows) – L4

0 1 0 0 1 1 1 1

22 System Specialist (windows) – L3

1 2 2 1 6 4 5 6


2 3 3 2 10 6 8 10

24 WebSphere Administrator – L3

1 2 2 1 6 4 5 6

25 EMS Engineer – L3 0 1 0 0 1 1 1 1

26 EMS Engineer - L2 2 2 2 2 8 4 6 8

27 Storage Engineer – L4 0 1 0 0 1 1 1 1

28 Storage Engineer – L3 1 1 1 1 4 4 4 4

29 Storage Engineer - L2 2 3 3 2 10 6 8 10

30 Backup Recovery Engineer – L4

0 1 0 0 1 1 1 1

31 Backup & Recovery Engineer– L3

2 2 3 3 10 6 8 10

32 HelpDesk Support Staff

2 3 3 2 10 6 8 10

33 Network Cable Technicians

1 2 1 1 5 5 5 5

34 Office Assistance 4 12 6 4 26 18 22 26

TOTAL 35 72 54 36 197 133 165 197

5) Manpower Resource Table at DR Site, Jodhpur

S.No. Role

6:00 AM to 3:00 PM

9:30 AM to 6:30 PM

2:00 PM to 11:00

PM

10:00 PM to

7:00 AM TOTAL

1ST YEAR

2ND YEAR

3RD YEAR

1 2 3 4 5 6 7 8 9 10

1 Project Manager 0 1 0 0 1 1 1 1

2 Quality Manager 0 1 0 0 1 1 1 1

3 Database 0 1 0 0 1 1 1 1


Page 28 of 128

S.No. Role

6:00 AM to 3:00 PM

9:30 AM to 6:30 PM

2:00 PM to 11:00

PM

10:00 PM to

7:00 AM TOTAL

1ST YEAR

2ND YEAR

3RD YEAR

1 2 3 4 5 6 7 8 9 10

Administrator L3-(Oracle)


1 1 1 1 4 4 4 4


0 1 0 0 1 1 1 1


1 1 1 1 4 4 4 4


0 1 1 1 3 3 3 3

8 Network Specialist & Security – L3

0 1 1 0 2 2 2 2


1 1 1 1 4 4 4 4

10 System Specialist– L3

0 1 1 0 2 2 2 2

11 System Specialist – L2

1 1 1 1 4 4 4 4

12 EMS Engineer - L2 1 1 1 1 4 4 4 4

13 Storage Engineer – L2

1 1 1 1 4 4 4 4


1 0 1 2 4 4 4 4

15 HelpDesk Support Staff

1 1 1 1 4 4 4 4


0 1 0 0 1 1 1 1

17 Office Assistance 2 4 2 2 10 10 10 10

TOTAL 10 13 13 12 54 54 54 54

6) Minimum Qualification, Relevant Experience & Certifications

S.No. Role Min. Qualification, Relevant Experience &

Certifications

Penalty on Non-

availability of

each resource per

day

1 2 3 4

1. Sr. Project Manager B.E./B.Tech/MCA + MBA/PGDBM/PGDM + 15

Years relevant experience in IT/ITeS (minimum 12000


Page 29 of 128


Certifications

Penalty on Non-

availability of

each resource per

day

1 2 3 4

8 years’ experience for managing data centre)

+ PMP/ PRINCE2 Certified

2. Project Manager B.E./B.Tech/MCA + MBA/PGDBM/PGDM + 10

Years relevant experience in IT/ITeS (minimum

6 years’ experience for managing data centre)

+ PMP/ PRINCE2 Certified

10000

3. Quality Manager B.E./B.Tech/MCA + 10 Years relevant

experience + Certified Lead auditor ISO 20000 /

ISO 27001

10000

4. Cloud Specialist L4 B.E./B.Tech./MCA + 10 Years relevant

experience in IT (minimum 6 years’ experience

in cloud management) + OEM Certified.

8000

5. Cloud Specialist L3 B.E./B.Tech./MCA + 8 Years relevant

experience in IT (minimum 4 years’ experience

in cloud management) + OEM Certified

6000

6. Database Administrator

L4-(Oracle)

B.E./B.Tech/MCA + 10 Years relevant

experience + OEM certified L4 engineer 8000


L3-(Oracle)

B.E./B.Tech/MCA + 8 Years relevant experience

+ OEM certified L3 engineer 6000


L2-(Oracle)




L4-(MS SQL ,PG SQL and

My SQL)




L3-(MS SQL)




L2-(MS SQL)




L3-(PG SQL and My SQL)



13. Network Specialist – L4 B.E./B.Tech/MCA + 10 Years relevant

experience in Network Management + CCIE or

equivalent

8000

14. Network Specialist – L3 B.E./B.Tech/MCA + 8 Years relevant experience

in Network Management + CCNP or equivalent 6000

15. Network Specialist – L2 B.E./B.Tech/MCA + 4 Years relevant experience

in Network Management + CCNA or equivalent 4000

16. Network Security

Specialist – L4


experience in Network Management + 8000


Page 30 of 128


Certifications

Penalty on Non-

availability of

each resource per

day

1 2 3 4

Certification: CCSE and PCNSE

17. Network Security

Specialist – L3


in Network Management + Certification: CCSA

and ACE

6000

18. System Specialist(Linux) –

L4


experience of different flavors of OS with

Storage + OEM certified L4 engineer

8000


L3


of different flavors of OS with Storage + OEM

certified L3 engineer

6000


L2




4000

21. System

Specialist(Windows) – L4


experience of different flavors of OS with

Storage + OEM certified L4 engineer

8000

22. System

Specialist(windows) – L3




6000

23. System

Specialist(windows) – L2




4000

24. WebSphere Administrator

– L3




6000

25. EMS Engineer – L3 B.E./B.Tech/MCA + 8 Years relevant experience

+ OEM(HP Open view ) certified L3 engineer 6000

26. EMS Engineer - L2 B.E./B.Tech/MCA + 4 Years relevant experience

+ OEM(HP Open view ) certified L2 engineer 4000

27. Storage Engineer – L4 B.E./B.Tech/MCA + 10 Years relevant


28. Storage Engineer – L3 B.E./B.Tech/MCA + 8 Years relevant experience


29. Storage Engineer - L2 B.E./B.Tech/MCA + 4 Years relevant experience


30. Backup & Recovery

Engineer– L4


experience + OEM certified L4 8000

31. Backup & Recovery

Engineer– L3


+ OEM certified L3 6000


Page 31 of 128


Certifications

Penalty on Non-

availability of

each resource per

day

1 2 3 4

32. Help Desk Support Staff Graduate/Diploma in Computer Science/IT

with 3 Year relevant experience 1000

33. Office Assistance Min. Class 10th with 3 Year relevant experience 500

7) FMS Manpower Responsibilities

Sr. Project Manager

Should be responsible for all kind of communications with all the stakeholders like DoIT&C /RISL/

PSU/Corporations/ Other Govt. Departments/ respective vendors & OEM

Should be responsible for the project management throughout the entire project lifecycle,

including project initiation, project delivery, stakeholder management, post implementation

review and project close out / handover.

Should have to work closely with other team members and Shall be responsible for overall work

assigned to DCO

Should be responsible to facilitate implementation of ISO Standards in SDC

Should be responsible to implement International Best Practices in relevant area of data center like

Security, DR Implementation, and Cloud Implementation etc.

Should be responsible for delivery of all project deliverables as per RFP

Should provide technical solutions and strategic recommendations to enhance services

Shift Management

Vendor Management

Should communicate technical ideas to technical and non-technical stakeholders is critical.

Additionally, the ability to document support procedures to ensure that deployed systems are

properly maintained and supported.

Project Manager

Should be responsible for the project management throughout the entire project lifecycle,

including project initiation, project delivery, stakeholder management, post implementation

review and project close out / handover.

Should have to work closely with other team members and Shall be responsible for overall work

assigned to DCO


Should be responsible to implement International Best Practices in relevant area of data center like

Security, DR Implementation, and Cloud Implementation etc.


Should provide technical solutions and strategic recommendations to enhance services

Shift Management

Vendor Management

Quality Manager


Page 32 of 128


Should be responsible to implement International Best Practices in relevant area of data center


Should be SPOC for internal and external audits

Should be responsible for closer of all audits finding(CAPA)

Should be responsible for Conduct audits and reviews of systems, applications, operation and IT

processes. Prepare and report results to executives and Audit Committees.

Provide Business and IT management with guidance on IT risk management matters

Should communicate technical ideas to technical and non-technical stakeholders is critical.

Additionally, the ability to document support procedures to ensure that deployed systems are

properly maintained and supported.

Cloud Specialist L4

Responsible for overall establishment and maintenance of cloud environment in Data center.

Designing large scale heterogeneous cloud environment for Data Center

Should be collaborates with technical leadership and business stakeholders to develop cloud

solutions to meet operational goals for high availability, performance, stability, security, and cost

efficiency

Configuration of cloud Environment/ orchestration layer as required by tendering authority

Should be able to provide services like IAAS, PAAS & SAAS

Should be able to Build service catalogues, blueprints, and automated workflows

View and analyse summary data on cloud resource deployments

Install and configure the Cloud Management application for the departments (for example, AWS,

Azure, or VMware)

Monitor requests and key metrics for cloud resources

Plan and conduct technical tasks associated with the support, implementation and maintenance

of cloud application infrastructure.

Identify ways in which new services and modifications or enhancements to current product

catalogue can be successfully implemented.

Improve system monitoring and alerting to improve incident time to resolution while decreasing

false positives.

Improve system logging and benchmarking in order to fine tune application infrastructure and

gain better insight into system issues and performance.

Co-ordinate with internal teams and handle escalations to ensure issues are resolved quickly with

least customer downtime.

Cloud Specialist L3

Designing large scale heterogeneous cloud environment for Data Center

Configuration of cloud Environment/ orchestration layer as required by tendering authority

Should be able to provide services like IAAS, PAAS & SAAS

Should be able to Build service catalogues, blueprints, and automated workflows

View and analyse summary data on cloud resource deployments

Install and configure the Cloud Management application for the departments (for example, AWS,

Azure, or VMware)


Page 33 of 128

Configure default lease settings

Set pricing for the catalogue items

Develop cloud solutions, design specifications, policies, procedures and organizational cloud

deployment and support standards

Update systems to support new development and technology initiatives.

Deploy and manage internal as well as customer-based virtual machines via a Cloud-based portal.

Database Administrator L4-(Oracle)

Should be SPOC for all Oracle Database incidents, installations, upgradations, migration, clustering,

performance tuning activities and patching

Should be responsible for the delivery of all Oracle database deliverables as per RFP

Should lead a team of L3/L2 DBAs and ensure that they utilize established ITIL processes for change

control, problems, incidents and service calls.

Should be responsible for establishing and maintaining Database Security, Backup and Recovery

policies and procedures

Should be responsible for Oracle Database tuning, Performance tuning, Database troubleshooting

that includes rigorous performance checks/root cause/analysis of database instances using

provided tools.

Should provide corrective action plans to mitigate risks prior to (or just after) production upgrades

to minimize performance issues.

Should be able to implement and manage Active Data Guard for data replication at DR Site and

have knowledge of Advanced Security, Database Vault and Audit Vault.

Should be responsible for implementing Database Audit of databases/objects/transactions/ users

to identify malicious or suspected activities as and when required through database tools.

Should plan and manage database upgrade, patch upgrade as and when required with minimal

downtime.

Should create and review SOP’s for various day to activities/incidents

Should interact with Oracle Corporation for technical support.

Patch Management and Version Control


Should work in 24*7 rotational shifts to support Oracle Database activities.

Should manage creation/alteration of Database, changes to database schema, creation/alteration

of user and its roles and privileges

Periodically perform configuration checks and fine tune the databases with respect to

performance and proactive identification of potential problems

Should be responsible for management and maintenance of Database Security, Backup and

Recovery policies and procedures

Should create SOP’s for various day to activities/incidents

Should be responsible of designing and reviewing database reports on periodic basis as per RFP

Should have knowledge of Active Data Guard with management and maintenance of standby

databases at DR.

Should participate in database upgrade, patch upgrade as and when required

Should interact with Oracle Corporation for technical support.


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Should work in 24*7 rotational shifts to support Oracle Database activities.

Should upload / create/alter users and assigning roles and privileges

Should able to perform export/import, database creation, basic troubleshooting

Should administer and create all database objects and users on the request of developer of the

application team.

Should create basic Oracle database daily/monthly/quarterly reports on periodic basis as per RFP

and distribute the same to respective stakeholders

Should follow processes for change control, problems, incidents, service calls and manage the

incident/tickets at provided tool

Should be responsible to maintain optimum utilization of all the equipment’s w.r.t. database

operations and keeping close watch on optimum performance of database

Should monitor Database, OS, Network, Database processes, Database objects on regular basis and

implement necessary measures to rectify the issues

Database Administrator L4-(MS SQL, PG SQL and My SQL)

Should be SPOC for all MS SQL, PG SQL and My SQL Database incidents, installations,

upgradations, migration, clustering, performance tuning activities and patching

Should be responsible for the delivery of all MSSQL, PG SQL and My SQL database deliverables as

per RFP

Should lead a team of L3/L2 DBAs and ensure that they utilize established ITIL processes for change

control, problems, incidents and service calls.

Should be responsible for establishing and maintaining Database Security, Backup and Recovery

policies and procedures

Should be responsible for Database tuning, Performance tuning, Database troubleshooting that

includes rigorous performance checks/root cause/analysis of database instances using provided

tools.

Should provide corrective action plans to mitigate risks prior to (or just after) production upgrades

to minimize performance issues.

Should be able to implement and manage standby database for data replication at DR Site. Must

have sound knowledge of Failover clustering, Log shipping and Database mirroring.

Should be responsible for implementing Database Audit of databases/objects/transactions/ users

to identify malicious or suspected activities as and when required through database tools.

Should plan and manage database upgrade, patch upgrade as and when required with minimal

downtime.

Should create and review SOP’s for various day to activities/incidents

Should interact with Microsoft Corporation/ respective vendors for technical support.


Database Administrator L3-(MS SQL)

Should work in 24*7 rotational shifts to support MS SQL Database activities.


of user roles and privileges


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Periodically perform configuration checks and fine tune the databases with respect to

performance and proactive identification of potential problems




Should be responsible of designing and reviewing database reports on periodic basis as per RFP

Should have sound knowledge of Failover clustering, Log shipping and Database mirroring with

management and maintenance of standby databases at DR.


Should interact with Microsoft Corporation for technical support.


Database Administrator L2-(MS SQL)

Should work in 24*7 rotational shifts to support MS SQL Database activities.

Should upload / create/ alter users and assigning roles and privileges

Should able to perform export/import, database creation, basic troubleshooting

Should administer and create all database objects and users on the request of developer of the

application team.

Should create basic MS SQL database daily/monthly/quarterly reports on periodic basis as per RFP

and distribute the same to respective stakeholders



Should be responsible to maintain optimum utilization of all the equipment’s w.r.t. database

operations and keeping close watch on optimum performance of database

Should monitor Database, OS, Network, Database processes, Database objects on regular basis and

implement necessary measures to rectify the issues

Database Administrator L3-(PG SQL and My SQL)

Should be SPOC for all Postgress and My SQL Database incidents, installations, upgradations,

migration, clustering, performance tuning activities and patching


of user roles and privileges

Should be responsible for Database tuning, Performance tuning, Database troubleshooting that

includes rigorous performance checks/root cause/analysis of database instances using provided

tools.




Should be responsible of creating PG SQL and My SQL daily/monthly/quarterly database reports on

periodic basis as per RFP and distribute the same to respective stakeholders



Should have sound knowledge of Streaming Replication, Clustering and Connection Pooling with

management and maintenance of standby databases at DR.


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Should interact with respective Database vendors for technical support.


Network Specialist – L4

Should be able to configure Routing & Switching platforms, Palo Alto, Juniper, Riverbed, RSA,

knowledge of load balancer (LTM,GTM,APM,ASM)

Provide layer 4 network support in a multi-vendor environment (Cisco, Juniper JunOS, Brocade )

Should be able to configure services like DHCP, IPsec, ARP, NAT, ACL, PBR, VSS, vPC, GRE tunneling,

IP SLA/object tracking

Should be able to reading and understanding packet captures using Sniffer and/or

Ethereal/Wireshark and/or Cascade Pilot

Provide support for QOS configuration and troubleshooting of various router/switch

redundancy/failover protocols - HSRP,VRRP, RPR,SSO etc

Vendor coordination and escalation incident and Problem management

Should be able to configure TACACS and RADIUS authentication

Should be able to configure Cisco Nexus platform N5K, N7K, N2K's

Coordinate with project managers for network on-boarding activities in support of customer

activations.

Work along with multiple ISPs and our clients in order to provide solutions and implementation

assistance for SDC datacenters. Fix communication issues between our customers' networks and

ISPs.

Provide level 4 technical support, guidance and direction for products supported.

Analyse and resolve escalated problems.

Ensure integrity of supported environment.

Actively and pre-emptively determine possible faults and causes by the execution of pre-

determined health and operational checks.

Investigate, identify and document proposals that will improve application recoverability.

Document and implement changes to technical standards as required.

Change and problem management targets are exceeded

Ensure that customer satisfactory levels are exceeded

Must have excellent team working skills balanced with ability to work alone and a positive

attitude.

Familiarity with ITIL process

Work together with other teams (ie: Linux, Windows, Database, SAP, among others) to implement

and resolve connectivity issues

Help with audits and reports related to the network

Troubleshoot, debug and restore failed services as soon as possible to minimize impact to the

services.


Should be well versed in Switching, Routing and network equipments.

Should have good knowledge in monitoring network with tools (HPopen, PRTG, Netflow, etc)

Should have worked on large scale network.


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Management of Configuration changes of switches/routers when required & periodic backup of co

nfigurations

Should be able to configure and troubleshooting of Layer2 protocols, such as: VLAN, Private

VLANS, VTP, STP, DTP, Trunking, Stacking, Etherchannel, DOT1Q, ISL, SVI etc.

Should be able to configure and troubleshooting of Layer3 Protocols such as: BGP, EIGRP, OSPF,

Static Routing, High Availability Protocols (HSRP,VRRP,GLBP), Floating Static Routing, Failover etc.

Should provide support for IPv4, IPv6, NTP, ACLs, Route-map, Prefix-Lists, PBR, AAA, Tacacs,

RADIUS, CEF, IPv6 CEF, SLA, TRACK, SNMP, EEM, Syslog, Flow-export, RADIO.

Should be able to configure and troubleshooting of Network Load Balancers Datacenter core

switching and routing upgrade & maintenance.

Router access control management.

Fault management of routers and switches.

Corrective actions to resolve faults to ensure high network uptime.

Troubleshooting and debugging of problems.

Deploy monitoring tools for identifying problem areas and early rectifications if require.

Periodic fine‐tuning to ensure optimal network availability

Regular checking for proper functioning of network and assets deployed

Should be well versed with NMS tools.

Incident, Change and Configuration Management, IOS Upgradation, change request management.


Responsible for carrying out daily hardware and software monitoring tasks

Configuring and reacting to hardware and software alerts, datacenter network equipment’s

Updates and patching, performing maintenance of network equipment’s and assessing

environmental security.

Carrying out successful daily datacenter operations

Locating faults on the network, and pinpointing the reason for the fault,

Monitoring performance of the WAN/LAN connectivity and report on the same,

Escalating problems and bottlenecks on the network to the Network Engineer team,

Network Security SpecialistL4

Design, configure, implement and maintain all security platforms and their associated software,

such as routers, switches, firewalls, intrusion detection/intrusion prevention, anti-virus,

cryptography systems, SIEM, Anti-SPAM etc.

Design, review and ongoing assessment of firewall, intrusion detection/intrusion prevention, SIEM,

VPN, SSL, application control, Antivirus, and other network & security component policies.

Ensure network security best practices are implemented through auditing: router, switch, firewall

configurations, change control, and monitoring.

Coordinate, and monitor log analysis for our managed services offerings, to ensure customer policy

and security requirements are met.

Maintenance of an updated knowledge base of all the published security vulnerabilities and virus

threats for related software and microcode, including, but not limited to, operating systems,

application servers, web servers, databases, security solutions, messaging solutions, etc.


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Responding to security breaches or other security incidents and coordinate with respective OEMs

of RSDC other eGovernance infrastructure in case of a new threat is observed to ensure that

workaround / patch is made available for the same.

Responsible for periodically reviewing and validating user access rights and privileges

Act as a key liaison between departments and other stakeholders

Network Security SpecialistL3

Design, configure, implement and maintain all security platforms and their associated software,

such as routers, switches, firewalls, intrusion detection/intrusion prevention, anti-virus,

cryptography systems, SIEM, Anti-SPAM etc.

Design, review and ongoing assessment of firewall, intrusion detection/intrusion prevention, SIEM,

VPN, SSL, application control, Antivirus, and other network & security component policies.

Ensure network security best practices are implemented through auditing: router, switch, firewall

configurations, change control, and monitoring.

Coordinate, and monitor log analysis for our managed services offerings, to ensure customer policy

and security requirements are met.

Maintenance of an updated knowledge base of all the published security vulnerabilities and virus

threats for related software and microcode, including, but not limited to, operating systems,

application servers, web servers, databases, security solutions, messaging solutions, etc.

Responding to security breaches or other security incidents and coordinate with respective OEMs

of RSDC other eGovernance infrastructure in case of a new threat is observed to ensure that

workaround / patch is made available for the same.

System Specialist (Windows)-L4

SPOC for all windows servers incident, problem, change management

Work closely with DC Manager & update about all windows server activity

Responsible for managing all windows servers security & reports

Responsible for plan of all windows server up gradation & Licensing

Responsible for backup of all windows servers

Should be able to configure and maintain Clusters

Responsible for managing all windows server tickets & alert management

Meet customer requirements with windows servers configuration, reports, templates, training

and materials

Ensure all necessary windows server documentation & SOP’s was complete and correct at all

times.

Managing IT process for communicating servers downtime/emergency activities to the

organization & vendor management

Training and mentoring team members for handling all windows servers operations, providing

seamless support and managing customer requirements.

Responsible for checking all windows server policy deployment & testing

Responsible for all windows servers data replication between DC & DR

Should be responsible for trouble shooting/Follow up all windows server severity 1 tickets

Should be responsible for managing OEM ticket/Vender management

Should be responsible to follow up ITIL (Incident, Problem & Change) management.


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Prepare RCA for all windows servers domain

Escalation management for all OEM/ Venders


Should be responsible for managing all windows servers deployment

Responsible for all Windows server Management

Responsible for all windows server tickets & alert response/resolution time management

Should be responsible for testing all windows server services in DC & DR

Should Plan & schedule train for windows server L2 administrator

Should be responsible for managing all Windows server IP Addressing assignment in DC & DR

Should be responsible for shift roaster management

Should be responsible for trouble shooting all windows server severity 2 tickets

Manage OEM / Vender ticket for all windows servers

Should be able to configure and maintain Clusters

Prepares and maintains weekly and monthly windows server reports

To ensure that servers, processes and methodologies as specified are followed to sure effective

monitoring, control and support of IT Service delivery

Make escalation to upper level related to all windows servers

SLA Management for all OEM/ Venders


Responsible for all windows server installation, configuration & basic testing

Responsible for all windows server services installation (AD-DS, DNS, IIS, WDS, Backup, Terminal,

Dockers, container etc.)

Should be responsible to add/remove all windows servers into monitoring tools

Should be responsible for work with windows power shell cmd

Responsible for monitoring all windows servers into monitoring tools

Should be responsible for deployment of windows group policy into domain

Should be responsible for all windows server updates & schedule deployment for WSUS.

Responsible for making request for server down time/Up time

Raise tickets of all windows server OEM/ Vender into respective tools

Coordination & escalation with helpdesk for tickets updates

System Specialist (Linux)-L4

SPOC for all Linux servers incident, problem, change management

Work closely with DC Manager & update about all Linux server activity

Responsible for managing all Linux servers security & reports

Responsible for plan of all Linux server upgradation & Licensing

Responsible for managing all Linux server tickets & alert management

Responsible for managing DNS(BIND), SVN & DHCP, NFS,LVMs

Responsible for troubleshoot Apache HTTPD and manage Transport Layer Security (TLS) for

websites and virtual hosts

Responsible for Security patching (yum, package etc..), Kernel Upgrade and downgrade


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Meet customer requirements with Linux servers configuration, reports, templates, training and

materials

Ensure all necessary Linux server documentation & SOP’s was complete and correct at all times.

Managing IT process for communicating servers downtime/emergency activities to the

organization & vendor management

Training and mentoring team members for handling all Linux servers operations, providing

seamless support and managing customer requirements.

Responsible for checking all Linux server hardening and policy deployment & testing

Responsible for all Linux servers data replication between DC & DR

Should be responsible for trouble shooting/Follow up all Linux server severity 1 tickets

Should be responsible for managing OEM ticket/Vender management

Should be responsible to follow up ITIL (Incident, Problem & Change) management.

Prepare RCA for all Linux servers domain

Escalation management for all OEM/ Venders


Should be responsible for managing all Linux servers deployment

Responsible for all Linux server Management

Responsible for all Linux server tickets & alert response/resolution time management

Should be responsible for testing all Linux server services in DC & DR

Should be responsible for installation, configuration, troubleshooting and monitoring of backups

Should be responsible for managing Linux Cluster

Should be responsible for Performance Tuning and Hardening of Linux servers

Should be responsible for all Linux server patching and upgrade

Should Plan & schedule train for Linux server L2 administrator

Should be responsible for managing all Linux server IP Addressing assignment in DC & DR

Should be responsible for shift roaster management

Should be responsible for trouble shooting all Linux server severity 2 tickets

Manage OEM / Vender ticket for all Linux servers

Prepares and maintains weekly and monthly Linux server reports

To ensure that servers, processes and methodologies as specified are followed to sure effective

monitoring, control and support of IT Service delivery

Make escalation to upper level related to all Linux servers

SLA Management for all OEM/ Venders


Responsible for all Linux server installation, configuration & basic testing

Responsible for all Linux server services installation and configuration

Should be responsible for troubleshooting and monitoring of backups

Should be responsible for monitoring of Linux Cluster

Should be responsible for Performance Tuning and Hardening of Linux servers

Should be responsible to add/remove all Linux servers into monitoring tools

Responsible for monitoring all Linux servers into monitoring tools


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Should be responsible for Os hardening, patching and update

Responsible for making request for server down time/Up time

Raise tickets of all Linux server OEM/ Vender into respective tools

Coordination & escalation with helpdesk for tickets updates

WebSphere Administrator – L3

Designing topologies and recommending architecture choices.

Administering WebSphere-Architecture review, monitoring and health check.

Involved in Configuring WebSphere resources such as JDBC Provider, JNDI, Data Sources and

Connection Pooling in order to connect to JNDI.

Understanding application resource bindings and deployment descriptors.

Tuning, test, tweak and tune various WebSphere settings.

Application upgrades and typical issues with JDK versions.

Logging & Tracing WebSphere tracing, Tivoli Performance Monitor.

Experience in deployment and management of enterprise applications.

Using WebSphere Process Server with different cluster configurations.

Application troubleshooting for performance issues.

Analyse all aspects of the existing infrastructure and recommend modifications that will enhance

system reliability, availability.

Storage Engineer – L4

Should Maintaining partnerships and leveraging market technologies associated with vendors,

product enhancements and product roadmap.

Should responsible for Developing, implementing and overseeing policies and procedures to

ensure consistent storage provisioning, uptime, regulatory compliance and data protection.

Should responsible for Managing and providing current disk/tape storage usage statistics and

providing future projected growth estimates.

Configuration and administration of high performance, mass storage arrays in SAN deployment

and configuration in BSDC Infrastructure.

Should Experience supporting enterprise storage protocols including iSCSI, Fiber Channel, CIFS,

NFS, NDMP, FCoE protocols and hardware which use these products.

Should responsible to develop, implement and oversee policies and procedures to ensure

consistent storage provisioning, uptime, regulatory compliance and data protection.

Should be provide precise technical documentation as well as written ISO9001 methods to assure

various company members of delivery team assist to monitor, troubleshoot and change complex

BSDC atmosphere.

Should have to work closely with other team members and shall be responsible for overall work

assigned to Storage team.

Perform system monitoring, diagnostics, and complex root cause analysis, and implement

corrective measures to prevent future service interruptions.


Ensures the success of the functional Systems teams, as it relates to storage, backup and related

technologies and Applies advanced, comprehensive functional knowledge to resolve complex

issues.


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Should provide world-class support as well as technical expertise.

Provide end of road assistance for entire complex environments.

Provide support or training plus leadership to various engineers.

Should implement all technical related solutions for organizational customers.

Should prepare as well as install cost efficient, operational and supportable solutions to attain

complex client needs and SLAs.

Should have exposure to the DR / BCP practices

Provide suitable training to all delivery team members as required.

Learn automated organizational resource functions as well as terminology.

Ensure to learn organization’s alert management platforms, terminology and functions.

Learn and attain thorough knowledge on company product offerings.

Upgrade knowledge regularly on latest OS technologies.

Provide support or training to various engineers

Design and implement storage Disaster Recovery capabilities to meet each applications Recovery

Point Objectives (RPO) and Recovery Time Objectives (RTO) according to their assigned tiers.

Design and implement storage solutions to support high availability requirements integrating key

data center technologies including but not limited to: snapshots, replication, virtualization, and

backup/DR.


Should have exposure of SAN System (Storage Management Software, Performance tuning,

Volume configuration), along with the capability of SAN/NAS System Monitoring, Fabric

monitoring, Report generation, First call Handling and would have beginner to intermediate skills.

Should have exposure to the DR / BCP practices.

Should be responsible for Defining, maintaining and implementing procedures for secure disposal

of media and equipment.

Should ensure timely availability of storage space to User Departments.

Should ensure problem and conflict resolution.

Should ensure proper capacity planning.

Should ensure the implementation of the DR and Business Continuity Plan.

Availability, reporting on status, Capacity planning of storages.

Monitoring SAN fabric / Storage / Backup events & respond to events crossing threshold limits

Adding new device to Fabric

Should ensure zoning, LUN Masking and new space allocation to servers.

Should ensure availability of SAN switches and storage devices.

Create and edit documentation for the storage environment.

Time to time update storage capacity availability to management.

Knowledge and practical experience with Windows or Linux server administration.

Ensure storage practices are followed for all change, capacity, performance, and threshold

management

Configures, maintains, and monitors storage infrastructure to enhance availability, improve

performance, and ensure adequate capacity.

Backup Recovery Engineer – L4


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Should Maintaining partnerships and leveraging market technologies associated with vendors,

product enhancements and product roadmap

Design and implement improvements to the backup environment; ensure the ongoing

maintenance of storage devices.

Analyse performance issues and storage usage patterns. Maintain adequate capacity of all storage

and backup solutions.

Should expertise on Backup hardware (physical and disk-based Virtual Tape Library (VTL) libraries)

and expertise to configure VTL Library.

Should expertise on NAS/SAN backup and zoning concept.

Troubleshoot complex issues and provide solutions.

Excellent problem solving, oral and written communication skills.

Skill in solving technically challenging problems involving Enterprise Backup based critical

application and hardware issues.

Customer contact on the projects/tasks he/she is responsible for availability and capacity

management.

Should have to work closely with other team members and shall be responsible for overall work

assigned to Backup & Recovery team.

Perform Backup monitoring, diagnostics, and complex root cause analysis, and implement

corrective measures to prevent future service interruptions.

Create and implement service improvements plan for backup.

Backup Recovery Engineer – L3

Design, innovate, deploy and follow solutions/procedures to improve working process.

Implementing changes in the Backup environment.

Should Knowledge of Backup hardware (physical and disk-based Virtual Tape Library (VTL) libraries)

and able to configure VTL Library.

Should Knowledge on NAS/SAN backup and zoning concept.

Skill in solving technically challenging problems involving Enterprise Backup based critical

application and hardware issues.

Troubleshoot complex issues and provide solutions

Every-day learn to stay on top of the Backup and Recovery technology

Should Knowledge and practical experience with Windows or Linux server administration

Excellent problem solving, oral and written communication skills.

Ability to work independently and in a team environment.

Perform day to day health checks and Monitoring the backup and recovery environment.

Upgrade backup environments to the latest version, to stay current and receive the newest

features.

Defining, maintaining and implementing procedures to manage media library.

Defining, maintaining and implementing procedures for secure disposal of media and equipment

Responsible for back up data according to scheme.

Responsible for recovery of data in MTTR

Defining, maintaining and implementing procedures for data restoration.

Should able to configure file level, hot/Cold backup of Database and VMware snapshot level

backup and recovery.

Setting up a backup schedule, create the backup policy and define the retention policy of servers.


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Recovering from data loss if the need arises

Create and edit documentation for the Backup environment.

EMS Engineer – L3

Responsible for overall establishment and maintenance of EMS solution in Data center

Provide data, reporting and trends to IT department and others in ad-hoc, weekly, monthly and as

needed

Develop daily, weekly and monthly reports on FMS team productivity

Co-ordinate with internal teams and handle escalations to ensure issues are resolved quickly with

least customer downtime.

Ensuring monitoring and reporting of all assets, service.

Managing the help desk team and evaluate performance

EMS Engineer – L2

Responsible for installation and management of EMS solution in Data centre

Addition and deletion of Datacenter assets in EMS tool

Develop daily, weekly and monthly reports of EMS tools as per requirement

Maintain and develop own knowledge and skills to assist with first time fault resolution

HelpDesk Support Staff

log all calls received through any medium viz. telephone/email/in writing/in person, shall generate

a ticket mentioning type of problem, Severity level etc. using helpdesk tool and forward the same

to concerned FMS team/person, Project OIC(s) and user.

Correctly logging incidents and faults, categorizing and prioritizing them in line with team

procedures

Maintain and develop own knowledge and skills to assist with first time fault resolution

Sharing knowledge with team colleagues

Provide customer feedback to the appropriate internal teams

Operational Hardware, Software and other resources

The DCO shall deploy sufficient devices like desktops, printers, scanners, multi-function devices etc. for

carrying out data center operations and monitoring by it’s manpower resources deployed. The

equipments deployed shall generally not be moved from the place of installation except for the purpose of

repair/ maintenance with permission of tendering authority.

Periodic training to concerned persons for procedures to be followed for ISO Certification shall be

provided by the DCO at no extra cost.


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5. INSTRUCTION TO BIDDERS (ITB)

1) Sale of Bidding/ Tender Documents

a) The sale of bidding documents shall be commenced from the date of publication of Notice Inviting

Bids (NIB) and shall be stopped one day prior to the date of opening of Bid. The complete bidding

document shall also be placed on the State Public Procurement Portal and e-Procurement portal.

The prospective bidders shall be permitted to download the bidding document from the websites

and pay its price while submitting the Bid to the procuring entity.

b) The bidding documents shall be made available to any prospective bidder who pays the price for it

in cash or by bank demand draft, banker's cheque.

c) Bidding documents purchased by Principal of any concern may be used by its authorised sole

selling agents/ marketing agents/ distributors/ sub-distributors and authorised dealers or vice

versa.

2) Pre-bid Meeting/ Clarifications

a) Any prospective bidder may, in writing, seek clarifications from the procuring entity in respect of

the bidding documents.

b) A pre-bid conference is also scheduled by the procuring entity as per the details mentioned in the

NIB and to clarify doubts of potential bidders in respect of the procurement and the records of

such conference shall be intimated to all bidders and where applicable, shall be published on the

respective websites.

c) The period within which the bidders may seek clarifications under (a) above and the period within

which the procuring entity shall respond to such requests for clarifications shall be as under: -

a. Last date of submitting clarifications requests by the bidder: as per NIB

b. Response to clarifications by procuring entity: as per NIB

d) The minutes and response, if any, shall be provided promptly to all bidders to which the procuring

entity provided the bidding documents, so as to enable those bidders to take minutes into account

in preparing their bids, and shall be published on the respective websites.

3) Changes in the Bidding Document

a) At any time, prior to the deadline for submission of Bids, the procuring entity may for any reason,

whether on its own initiative or as a result of a request for clarification by a bidder, modify the

bidding documents by issuing an addendum in accordance with the provisions below.

b) In case, any modification is made to the bidding document or any clarification is issued which

materially affects the terms contained in the bidding document, the procuring entity shall publish

such modification or clarification in the same manner as the publication of the initial bidding

document.

c) In case, a clarification or modification is issued to the bidding document, the procuring entity may,

prior to the last date for submission of Bids, extend such time limit in order to allow the bidders

sufficient time to take into account the clarification or modification, as the case may be, while

submitting their Bids.

d) Any bidder, who has submitted his Bid in response to the original invitation, shall have the

opportunity to modify or re-submit it, as the case may be, within the period of time originally

allotted or such extended time as may be allowed for submission of Bids, when changes are made

to the bidding document by the procuring entity:


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Provided that the Bid last submitted or the Bid as modified by the bidder shall be considered for

evaluation.

4) Period of Validity of Bids

a) Bids submitted by the bidders shall remain valid during the period specified in the NIB/ bidding

document. A Bid valid for a shorter period shall be rejected by the procuring entity as non-

responsive Bid.

b) Prior to the expiry of the period of validity of Bids, the procuring entity, in exceptional

circumstances, may request the bidders to extend the bid validity period for an additional

specified period of time. A bidder may refuse the request and such refusal shall be treated as

withdrawal of Bid and in such circumstances bid security shall not be forfeited.

c) Bidders that agree to an extension of the period of validity of their Bids shall extend or get

extended the period of validity of bid securities submitted by them or submit new bid securities to

cover the extended period of validity of their bids. A bidder whose bid security is not extended, or

that has not submitted a new bid security, is considered to have refused the request to extend the

period of validity of its Bid.

5) Format and Signing of Bids

a) Bidders must submit their bids online at e-Procurement portal i.e. https://eproc.rajasthan.gov.in.

b) All the documents uploaded should be digitally signed with the DSC of authorized signatory.

c) A Two stage Two cover system shall be followed for the Bid: -

a. Technical Bid, including fee details, eligibility & technical documents

b. Financial Bid

d) The technical bid shall consist of the following documents: -

S. No. Documents Type Document Format

Fee Details

1. Bidding document Fee (Tender Fee) Proof of submission (PDF)

2. RISL Processing Fee (e-Procurement) Instrument / Proof of

submission (PDF)

3. Bid Security Instrument / Proof of

submission (PDF)

Eligibility Documents

4. Bidder’s Authorisation Certificate along with copy of

PoA/ Board resolution stating that Auth. Signatory

can sign the bid/ contract on behalf of the firm.

As per Annexure-4 (PDF)

Technical Documents

5. Tender Form As per Annexure-2 (PDF)

6. Technical Bid Covering Letter As per Annexure-3 (PDF)

7. Self-Declaration As per Annexure-5 (PDF)

8. Certificate of Conformity/ No Deviation As per Annexure-6 (PDF)

9. Declaration by Bidders As per Annexure-7 (PDF)

10. Undertaking on Authenticity of the Services As per Annexure-8 (PDF)

11. Format for Submission of Projects References for PQ

& Technical Experience


https://eproc.rajasthan.gov.in/


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12. Format for Submission of Projects References for PQ

& Technical Experience


13. ISO Certification As per Annexure-16 (PDF)

14. HR Certificate for Manpower Professionals As per Annexure-17 (PDF)

b) Financial bid shall include the following documents: -


1. Financial Bid – Cover Letter On bidder’s letter head duly signed by authorized

signatory as per Annexure-9 (PDF)

2. Financial Bid - Format As per BoQ (.XLS) format available on e-Procurement

portal

c) The bidder should ensure that all the required documents, as mentioned in this bidding document,

are submitted along with the Bid and in the prescribed format only. Non-submission of the

required documents or submission of the documents in a different format/ contents may lead to

the rejections of the Bid submitted by the bidder.

6) Cost & Language of Bidding

a) The Bidder shall bear all costs associated with the preparation and submission of its Bid, and the

procuring entity shall not be responsible or liable for those costs, regardless of the conduct or

outcome of the bidding process.

b) The Bid, as well as all correspondence and documents relating to the Bid exchanged by the Bidder

and the procuring entity, shall be written only in English Language. Supporting documents and

printed literature that are part of the Bid may be in another language provided they are

accompanied by an accurate translation of the relevant passages in English/ Hindi language, in

which case, for purposes of interpretation of the Bid, such translation shall govern.

7) Alternative/ Multiple Bids

Alternative/ Multiple Bids shall not be considered at all.

8) Bid Security

Every bidder, if not exempted, participating in the procurement process will be required to furnish the

bid security as specified in the NIB.

a) In lieu of bid security, a bid securing declaration shall be taken from Departments of the State

Government, Undertakings, Corporations, Autonomous bodies, Registered Societies and

Cooperative Societies which are owned or controlled or managed by the State Government and

Government Undertakings of the Central Government.

b) Bid security instrument or cash receipt of bid security or a bid securing declaration shall necessarily

accompany the technical bid.

c) Bid security of a bidder lying with the procuring entity in respect of other bids awaiting decision

shall not be adjusted towards bid security for the fresh bids. The bid security originally deposited

may, however, be taken into consideration in case bids are re-invited.

d) The bid security may be given in the form of a banker’s cheque or demand draft or bank

guarantee, in specified format, of a scheduled bank or deposited through eGRAS. The bid security

must remain valid thirty days beyond the original or extended validity period of the bid.


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e) The issuer of the bid security and the confirmer, if any, of the bid security, as well as the form and

terms of the bid security, must be acceptable to the procuring entity.

f) Prior to presenting a submission, a bidder may request the procuring entity to confirm the

acceptability of proposed issuer of a bid security or of a proposed confirmer, if required. The

procuring entity shall respond promptly to such a request.

g) The bank guarantee presented as bid security shall be got confirmed from the concerned issuing

bank. However, the confirmation of the acceptability of a proposed issuer or of any proposed

confirmer does not preclude the procuring entity from rejecting the bid security on the ground

that the issuer or the confirmer, as the case may be, has become insolvent or has otherwise ceased

to be creditworthy.

h) The bid security of unsuccessful bidders shall be refunded soon after final acceptance of successful

bid and signing of Agreement and submitting performance security.

i) The Bid security taken from a bidder shall be forfeited, including the interest, if any, in the

following cases, namely: -

a. when the bidder withdraws or modifies its bid after opening of bids;

b. when the bidder does not execute the agreement, if any, after placement of supply/ work

order within the specified period;

c. when the bidder fails to commence the supply of the goods or service or execute work as per

supply/ work order within the time specified;

d. when the bidder does not deposit the performance security within specified period after the

supply/ work order is placed; and

e. if the bidder breaches any provision of code of integrity, prescribed for bidders, specified in the

bidding document.

j) Notice will be given to the bidder with reasonable time before bid security deposited is forfeited.

k) No interest shall be payable on the bid security.

l) In case of the successful bidder, the amount of bid security may be adjusted in arriving at the

amount of the Performance Security, or refunded if the successful bidder furnishes the full amount

of performance security.

m) The procuring entity shall promptly return the bid security after the earliest of the following

events, namely:-

a. the expiry of validity of bid security;

b. the execution of agreement for procurement and performance security is furnished by the

successful bidder;

c. the cancellation of the procurement process; or

d. the withdrawal of bid prior to the deadline for presenting bids, unless the bidding documents

stipulate that no such withdrawal is permitted.

9) Deadline for the submission of Bids

a) Bids shall be received online at e-Procurement portal and up to the time and date specified in the

NIB.

b) Normally, the date of submission and opening of Bids would not be extended. In exceptional

circumstances or when the bidding document are required to be substantially modified as a result

of discussions in pre-bid meeting/ conference or otherwise and the time with the prospective

bidders for preparation of Bids appears insufficient, the date may be extended by the procuring

entity. In such case the publicity of extended time and date shall be given in the manner, as was


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given at the time of issuing the original NIB and shall also be placed on the State Public

Procurement Portal, if applicable. It would be ensured that after issue of corrigendum, reasonable

time is available to the bidders for preparation and submission of their Bids. The procuring entity

shall also publish such modifications in the bidding document in the same manner as the

publication of initial bidding document. If, in the office of the Bids receiving and opening authority,

the last date of submission or opening of Bids is a non-working day, the Bids shall be received or

opened on the next working day.

10) Withdrawal, Substitution, and Modification of Bids

a) If permitted on e-Procurement portal, a Bidder may withdraw its Bid or re-submit its Bid (technical

and/ or financial cover) as per the instructions/ procedure mentioned at e-Procurement website

under the section "Bidder's Manual Kit".

b) Bids withdrawn shall not be opened and processes further.

11) Opening of Bids

a) The Bids shall be opened by the bid opening & evaluation committee on the date and time

mentioned in the NIB in the presence of the bidders or their authorised representatives who

choose to be present.

b) The committee may co-opt experienced persons in the committee to conduct the process of Bid

opening.

c) The committee shall prepare a list of the bidders or their representatives attending the opening of

Bids and obtain their signatures on the same. The list shall also contain the representative’s name

and telephone number and corresponding bidders’ names and addresses. The authority letters, if

any, brought by the representatives shall be attached to the list. The list shall be signed by all the

members of Bid opening committee with date and time of opening of the Bids.

d) All the documents comprising of technical Bid/ cover shall be opened & downloaded from the e-

Procurement website (only for the bidders who have submitted the prescribed fee(s) to tendering

authority).

e) The committee shall conduct a preliminary scrutiny of the opened technical Bids to assess the

prima-facie responsiveness and ensure that the: -

a. bid is accompanied by bidding document fee, bid security or bid securing declaration, and

processing fee (if applicable);

b. bid is valid for the period, specified in the bidding document;

c. bid is unconditional and the bidder has agreed to give the required performance security; and

d. other conditions, as specified in the bidding document are fulfilled.

e. any other information which the committee may consider appropriate.

f) No Bid shall be rejected at the time of Bid opening except the Bids not accompanied with the proof

of payment or instrument of the required price of bidding document, processing fee and bid

security.

g) The Financial Bid cover shall be kept unopened and shall be opened later on the date and time

intimated to the bidders who qualify in the evaluation of technical Bids.

12) Selection Method:

a) The selection method is Least Cost Based Selection (LCBS or L1).


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13) Clarification of Bids

a) To assist in the examination, evaluation, comparison and qualification of the Bids, the bid

evaluation committee may, at its discretion, ask any bidder for a clarification regarding its Bid. The

committee's request for clarification and the response of the bidder shall be through the e-

Procurement portal.

b) Any clarification submitted by a bidder with regard to its Bid that is not in response to a request by

the committee shall not be considered.

c) No change in the prices or substance of the Bid shall be sought, offered, or permitted, except to

confirm the correction of arithmetic errors discovered by the committee in the evaluation of the

financial Bids.

d) No substantive change to qualification information or to a submission, including changes aimed at

making an unqualified bidder, qualified or an unresponsive submission, responsive shall be sought,

offered or permitted.

14) Evaluation & Tabulation of Technical Bids

a) Determination of Responsiveness

a. The bid evaluation committee shall determine the responsiveness of a Bid on the basis of

bidding document and the provisions of pre-qualification/ eligibility criteria of the bidding

document.

b. A responsive Bid is one that meets the requirements of the bidding document without any

material deviation, reservation, or omission where: -

i. “deviation” is a departure from the requirements specified in the bidding document;

ii. “reservation” is the setting of limiting conditions or withholding from complete acceptance

of the requirements specified in the bidding document; and

iii. “Omission” is the failure to submit part or all of the information or documentation

required in the bidding document.

c. A material deviation, reservation, or omission is one that,

i. if accepted, shall:-

1. affect in any substantial way the scope, quality, or performance of the subject matter

of procurement specified in the bidding documents; or

2. limits in any substantial way, inconsistent with the bidding documents, the procuring

entity’s rights or the bidder’s obligations under the proposed contract; or

ii. if rectified, shall unfairly affect the competitive position of other bidders presenting

responsive Bids.

d. The bid evaluation committee shall examine the technical aspects of the Bid in particular, to

confirm that all requirements of bidding document have been met without any material

deviation, reservation or omission.

e. The procuring entity shall regard a Bid as responsive if it conforms to all requirements set out

in the bidding document, or it contains minor deviations that do not materially alter or depart

from the characteristics, terms, conditions and other requirements set out in the bidding

document, or if it contains errors or oversights that can be corrected without touching on the

substance of the Bid.

b) Non-material Non-conformities in Bids


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a. The bid evaluation committee may waive any non-conformity in the Bid that does not

constitute a material deviation, reservation or omission, the Bid shall be deemed to be

substantially responsive.

b. The bid evaluation committee may request the bidder to submit the necessary information or

document like audited statement of accounts/ CA Certificate, Registration Certificate, ISO/

CMMi Certificates, etc. within a reasonable period of time. Failure of the bidder to comply

with the request may result in the rejection of its Bid.

c. The bid evaluation committee may rectify non-material nonconformities or omissions on the

basis of the information or documentation received from the bidder under (b) above.

c) Technical Evaluation Criteria

Bids shall be evaluated based on the documents submitted as part of technical bid. Technical bid

shall contain all the documents as asked in the clause “Format and signing of Bids”.

d) Tabulation of Technical Bids

a. If Technical Bids have been invited, they shall be tabulated by the bid evaluation committee in

the form of a comparative statement to evaluate the qualification of the bidders against the

criteria for qualification set out in the bidding document.

b. The members of bid evaluation committee shall give their recommendations below the table

as to which of the bidders have been found to be qualified in evaluation of Technical Bids and

sign it.

e) The number of firms qualified in technical evaluation, if less than three and it is considered

necessary by the procuring entity to continue with the procurement process, reasons shall be

recorded in writing and included in the record of the procurement proceedings.

f) The bidders who qualified in the technical evaluation shall be informed in writing about the date,

time and place of opening of their financial Bids.

15) Evaluation & Tabulation of Financial Bids

Subject to the provisions of “Acceptance of Successful Bid and Award of Contract” below, the

procuring entity shall take following actions for evaluation of financial Bids:-

a) To ensure a reasonable and realistic ratio of CAPEX and OPEX a bid will be rejected after scrutiny if

total CAPEX happens to be more than 60% of the overall bid value.

b) the financial Bids of the bidders who qualified in technical evaluation shall be opened online at the

notified time, date and place by the bid evaluation committee in the presence of the bidders or

their representatives who choose to be present;

c) the process of opening of the financial Bids shall be similar to that of technical Bids.

d) the names of the bidders, the rates given by them and conditions put, if any, shall be read out and

recorded;

e) conditional Bids are liable to be rejected;

f) the evaluation shall include all costs and all taxes and duties applicable to the bidder as per law of

the Central/ State Government/ Local Authorities, and the evaluation criteria specified in the

bidding documents shall only be applied;

g) the offers shall be evaluated and marked L1, L2, L3 etc. L1 being the lowest offer and then others

in ascending order in case price is the only criteria, or evaluated and marked H1, H2, H3 etc. in

descending order.

h) the bid evaluation committee shall prepare a comparative statement in tabular form in accordance

with rules along with its report on evaluation of financial Bids and recommend the lowest offer for


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acceptance to the procuring entity, if price is the only criterion, or most advantageous Bid in other

case;

i) The members of bids evaluation committee shall give their recommendations below the table

regarding lowest Bid or most advantageous Bid and sign it.

j) It shall be ensured that the offer recommended for sanction is justifiable looking to the prevailing

market rates of the goods, works or service required to be procured.

16) Correction of Arithmetic Errors in Financial Bids

The bid evaluation committee shall correct arithmetical errors in substantially responsive Bids, on the

following basis, namely: -

a) if there is a discrepancy between the unit price and the total price that is obtained by multiplying

the unit price and quantity, the unit price shall prevail and the total price shall be corrected,

unless in the opinion of the bid evaluation committee there is an obvious misplacement of the

decimal point in the unit price, in which case the total price as quoted shall govern and the unit

price shall be corrected;

b) if there is an error in a total corresponding to the addition or subtraction of subtotals, the

subtotals shall prevail and the total shall be corrected; and

c) if there is a discrepancy between words and figures, the amount in words shall prevail, unless the

amount expressed in words is related to an arithmetic error, in which case the amount in figures

shall prevail subject to clause (a) and (b) above.

17) Negotiations

a) Except in case of procurement by method of single source procurement or procurement by

competitive negotiations, to the extent possible, no negotiations shall be conducted after the pre-

bid stage. All clarifications needed to be sought shall be sought in the pre-bid stage itself.

b) Negotiations may, however, be undertaken only with the lowest or most advantageous bidder

when the rates are considered to be much higher than the prevailing market rates.

c) The bid evaluation committee shall have full powers to undertake negotiations. Detailed reasons

and results of negotiations shall be recorded in the proceedings.

d) The lowest or most advantageous bidder shall be informed in writing either through messenger or

by registered letter and e-mail (if available). A minimum time of seven days shall be given for

calling negotiations. In case of urgency the bid evaluation committee, after recording reasons, may

reduce the time, provided the lowest or most advantageous bidder has received the intimation

and consented to regarding holding of negotiations.

e) Negotiations shall not make the original offer made by the bidder inoperative. The bid evaluation

committee shall have option to consider the original offer in case the bidder decides to increase

rates originally quoted or imposes any new terms or conditions.

f) In case of non-satisfactory achievement of rates from lowest or most advantageous bidder, the bid

evaluation committee may choose to make a written counter offer to the lowest or most

advantageous bidder and if this is not accepted by him, the committee may decide to reject and

re-invite Bids or to make the same counter-offer first to the second lowest or most advantageous

bidder, then to the third lowest or most advantageous bidder and so on in the order of their initial

standing and work/ supply order be awarded to the bidder who accepts the counter-offer. This

procedure would be used in exceptional cases only.

g) In case the rates even after the negotiations are considered very high, fresh Bids shall be invited.


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18) Exclusion of Bids/ Disqualification

a) A procuring entity shall exclude/ disqualify a Bid, if: -

a. the information submitted, concerning the qualifications of the bidder, was false or

constituted a misrepresentation; or

b. the information submitted, concerning the qualifications of the bidder, was materially

inaccurate or incomplete; and

c. the bidder is not qualified as per pre-qualification/ eligibility criteria mentioned in the bidding

document;

d. the Bid materially departs from the requirements specified in the bidding document or it

contains false information;

e. the bidder, submitting the Bid, his agent or any one acting on his behalf, gave or agreed to

give, to any officer or employee of the procuring entity or other governmental authority a

gratification in any form, or any other thing of value, so as to unduly influence the

procurement process;

f. a bidder, in the opinion of the procuring entity, has a conflict of interest materially affecting

fair competition.

b) A Bid shall be excluded/ disqualified as soon as the cause for its exclusion/ disqualification is

discovered.

c) Every decision of a procuring entity to exclude a Bid shall be for reasons to be recorded in writing

and shall be: -

a. communicated to the concerned bidder in writing;

b. published on the State Public Procurement Portal, if applicable.

19) Lack of competition

a) A situation may arise where, if after evaluation of Bids, the bid evaluation committee may end-up

with one responsive Bid only. In such situation, the bid evaluation committee would check as to

whether while floating the NIB all necessary requirements to encourage competition like standard

bid conditions, industry friendly specifications, wide publicity, sufficient time for formulation of

Bids, etc. were fulfilled. If not, the NIB would be re-floated after rectifying deficiencies. The bid

process shall be considered valid even if there is one responsive Bid, provided that: -

a. the Bid is technically qualified;

b. the price quoted by the bidder is assessed to be reasonable;

c. the Bid is unconditional and complete in all respects;

d. there are no obvious indicators of cartelization amongst bidders; and

e. the bidder is qualified as per the provisions of pre-qualification/ eligibility criteria in the

bidding document

b) The bid evaluation committee shall prepare a justification note for approval by the next higher

authority of the procuring entity, with the concurrence of the accounts member.

c) In case of dissent by any member of bid evaluation committee, the next higher authority in

delegation of financial powers shall decide as to whether to sanction the single Bid or re-invite Bids

after recording reasons.

d) If a decision to re-invite the Bids is taken, market assessment shall be carried out for estimation of

market depth, eligibility criteria and cost estimate.


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20) Acceptance of the successful Bid and award of contract

a) The procuring entity after considering the recommendations of the bid evaluation committee and

the conditions of Bid, if any, financial implications, trials, sample testing and test reports, etc., shall

accept or reject the successful Bid. If any member of the bid evaluation committee, has disagreed

or given its note of dissent, the matter shall be referred to the next higher authority, as per

delegation of financial powers, for decision.

b) Decision on Bids shall be taken within original validity period of Bids and time period allowed to

procuring entity for taking decision. If the decision is not taken within the original validity period or

time limit allowed for taking decision, the matter shall be referred to the next higher authority in

delegation of financial powers for decision.

c) Before award of the contract, the procuring entity shall ensure that the price of successful Bid is

reasonable and consistent with the required quality.

d) A Bid shall be treated as successful only after the competent authority has approved the

procurement in terms of that Bid.

e) The procuring entity shall award the contract to the bidder whose offer has been determined to be

the lowest or most advantageous in accordance with the evaluation criteria set out in the bidding

document and if the bidder has been determined to be qualified to perform the contract

satisfactorily on the basis of qualification criteria fixed for the bidders in the bidding document for

the subject matter of procurement.

f) Prior to the expiration of the period of bid validity, the procuring entity shall inform the successful

bidder, in writing, that its Bid has been accepted.

g) As soon as a Bid is accepted by the competent authority, its written intimation shall be sent to the

concerned bidder by registered post or email and asked to execute an agreement in the format

given in the bidding documents on a non-judicial stamp of requisite value and deposit the amount

of performance security or a performance security declaration, if applicable, within a period

specified in the bidding documents or where the period is not specified in the bidding documents

then within fifteen days from the date on which the letter of acceptance or letter of intent is

dispatched to the bidder.

h) If the issuance of formal letter of acceptance is likely to take time, in the meanwhile a Letter of

Intent (LOI) may be sent to the bidder. The acceptance of an offer is complete as soon as the letter

of acceptance or letter of intent is posted and/ or sent by email (if available) to the address of the

bidder given in the bidding document and accepted by the bidder. Until a formal contract is

executed, the letter of acceptance shall constitute a binding contract.

i) The bid security of the bidders who’s Bids could not be accepted shall be refunded soon after the

contract with the successful bidder is signed and its performance security is obtained.

21) Information and publication of award

Information of award of contract shall be communicated to all participating bidders and published on

the respective website(s) as specified in NIB.

22) Procuring entity’s right to accept or reject any or all Bids

The Procuring entity reserves the right to accept or reject any Bid, and to annul (cancel) the bidding

process and reject all Bids at any time prior to award of contract, without thereby incurring any liability

to the bidders.


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23) Right to vary quantity

a) If the procuring entity does not procure any subject matter of procurement or procures less than

the quantity specified in the bidding documents due to change in circumstances, the bidder

shall not be entitled for any claim or compensation.

b) Repeat orders for extra items/services or additional quantities may be placed on the rates and

conditions given in the contract during the period of contract. Delivery or completion period may

also be proportionately increased. The limits of repeat order shall be as under: -

1) 50% of the quantity of the individual items/services and 50% of the value of original contract

in case of works; and

2) 50% of the value of goods or services of the original contract.

24) Performance Security

a) Prior to execution of agreement, Performance security shall be solicited from all successful bidders

except the departments of the State Government and undertakings, corporations, autonomous

bodies, registered societies, co-operative societies which are owned or controlled or managed by

the State Government and undertakings of the Central Government. However, a performance

security declaration shall be taken from them. The State Government may relax the provision of

performance security in particular procurement or any class of procurement.

b) The amount of performance security shall be 5%, or as may be specified in the bidding document,

of the amount of supply order in case of procurement of goods and services. In case of Small Scale

Industries (SSI) of Rajasthan, it shall be 1% of the amount of quantity ordered for supply of goods

and in case of sick industries, other than SSI, whose cases are pending before the Board of

Industrial and Financial Reconstruction (BIFR), it shall be 2% of the amount of supply order.

c) Performance security shall be furnished in any one of the following forms: -

a. Bank Draft or Banker's Cheque of a scheduled bank;

b. National Savings Certificates and any other script/ instrument under National

Savings Schemes for promotion of small savings issued by a Post Office in Rajasthan, if the

same can be pledged under the relevant rules. They shall be accepted at their surrender

value at the time of bid and formally transferred in the name of procuring entity with the

approval of Head Post Master;

c. Bank guarantee/s of a scheduled bank. It shall be got verified from the issuing bank. Other

conditions regarding bank guarantee shall be same as mentioned in the bidding document

for bid security;

d. Fixed Deposit Receipt (FDR) of a scheduled bank. It shall be in the name of procuring entity

on account of bidder and discharged by the bidder in advance. The procuring entity shall

ensure before accepting the FDR that the bidder furnishes an undertaking from the bank

to make payment/ premature payment of the FDR on demand to the procuring entity

without requirement of consent of the bidder concerned. In the event of forfeiture of the

performance security, the Fixed Deposit shall be forfeited along with interest earned on

such Fixed Deposit.

d) Performance security furnished in the form specified in clause [b.] to [e.] of (c) above shall remain

valid for a period of 60 days beyond the date of completion of all contractual obligations of the

bidder, including warranty obligations and maintenance and defect liability period.

e) Forfeiture of Security Deposit: Security amount in full or part may be forfeited, including interest, if

any, in the following cases:-


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a. When any terms and condition of the contract is breached.

b. When the bidder fails to make complete supply as per the scope of tender document.

c. if the bidder breaches any provision of code of integrity, prescribed for bidders, specified

in the bidding document.

f) Notice will be given to the bidder with reasonable time before PSD deposited is forfeited.

g) No interest shall be payable on the PSD.

25) Execution of agreement

a) A procurement contract shall come into force from the date on which the agreement is signed.

b) The successful bidder shall sign the procurement contract within 15 days from the date on which

the letter of acceptance or letter of intent is despatched to the successful bidder.

c) If the bidder, who’s Bid has been accepted, fails to sign a written procurement contract or fails to

furnish the required performance security within specified period, the procuring entity shall take

action against the successful bidder as per the provisions of the bidding document and Act. The

procuring entity may, in such case, cancel the procurement process or if it deems fit, offer for

acceptance the rates of lowest or most advantageous bidder to the next lowest or most

advantageous bidder, in accordance with the criteria and procedures set out in the bidding

document.

d) The bidder will be required to execute the agreement on a non-judicial stamp of specified value at

its cost and to be purchase from anywhere in Rajasthan only.

e) Bidder has also to sign Non-Disclosure agreement with the tendering authority as per indicative

format attached in Annexure 16.

26) Confidentiality

a) Notwithstanding anything contained in this bidding document but subject to the provisions of any

other law for the time being in force providing for disclosure of information, a procuring entity

shall not disclose any information if such disclosure, in its opinion, is likely to: -

a. impede enforcement of any law;

b. affect the security or strategic interests of India;

c. affect the intellectual property rights or legitimate commercial interests of bidders;

d. affect the legitimate commercial interests of the procuring entity in situations that may include

when the procurement relates to a project in which the procuring entity is to make a

competitive bid, or the intellectual property rights of the procuring entity.

b) The procuring entity shall treat all communications with bidders related to the procurement

process in such manner as to avoid their disclosure to competing bidders or to any other person

not authorised to have access to such information.

c) The procuring entity may impose on bidders and sub-contractors, if there are any for fulfilling the

terms of the procurement contract, conditions aimed at protecting information, the disclosure of

which violates (a) above.

d) In addition to the restrictions specified above, the procuring entity, while procuring a subject

matter of such nature which requires the procuring entity to maintain confidentiality, may impose

condition for protecting confidentiality of such information.


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27) Cancellation of procurement process

a) If any procurement process has been cancelled, it shall not be reopened but it shall not prevent

the procuring entity from initiating a new procurement process for the same subject matter of

procurement, if required.

b) A procuring entity may, for reasons to be recorded in writing, cancel the process of procurement

initiated by it -

a. at any time prior to the acceptance of the successful Bid; or

b. after the successful Bid is accepted in accordance with (d) and (e) below.

c) The procuring entity shall not open any bids or proposals after taking a decision to cancel the

procurement and shall return such unopened bids or proposals.

d) The decision of the procuring entity to cancel the procurement and reasons for such decision shall

be immediately communicated to all bidders that participated in the procurement process.

e) If the bidder who’s Bid has been accepted as successful fails to sign any written procurement

contract as required, or fails to provide any required security for the performance of the contract,

the procuring entity may cancel the procurement process.

f) If a bidder is convicted of any offence under the Act, the procuring entity may: -

a. cancel the relevant procurement process if the Bid of the convicted bidder has been declared

as successful but no procurement contract has been entered into;

b. rescind (cancel) the relevant contract or forfeit the payment of all or a part of the

contract value if the procurement contract has been entered into between the procuring

entity and the convicted bidder.

28) Code of Integrity for Bidders

a) No person participating in a procurement process shall act in contravention of the code of integrity

prescribed by the State Government.

b) The code of integrity include provisions for: -

a. Prohibiting

i. any offer, solicitation or acceptance of any bribe, reward or gift or any material

benefit, either directly or indirectly, in exchange for an unfair advantage in the

procurement process or to otherwise influence the procurement process;

ii. any omission, including a misrepresentation that misleads or attempts to mislead so as

to obtain a financial or other benefit or avoid an obligation;

iii. any collusion, bid rigging or anti-competitive behaviour to impair the transparency,

fairness and progress of the procurement process;

iv. improper use of information shared between the procuring entity and the bidders with an

intent to gain unfair advantage in the procurement process or for personal gain;

v. any financial or business transactions between the bidder and any officer or employee of

the procuring entity;

vi. any coercion including impairing or harming or threatening to do the same, directly or

indirectly, to any party or to its property to influence the procurement process;

vii. any obstruction of any investigation or audit of a procurement process;

b. disclosure of conflict of interest;

c. Disclosure by the bidder of any previous transgressions with any entity in India or any other

country during the last three years or of any debarment by any other procuring entity.


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c) Without prejudice to the provisions below, in case of any breach of the code of integrity by a

bidder or prospective bidder, as the case may be, the procuring entity may take appropriate

measures including: -

a. exclusion of the bidder from the procurement process;

b. calling-off of pre-contract negotiations and forfeiture or encashment of bid security;

c. forfeiture or encashment of any other security or bond relating to the procurement;

d. recovery of payments made by the procuring entity along with interest thereon at bank rate;

e. cancellation of the relevant contract and recovery of compensation for loss incurred by the

procuring entity;

f. Debarment of the bidder from participation in future procurements of the procuring entity for

a period not exceeding three years.

29) Interference with Procurement Process

A bidder, who: -

a) withdraws from the procurement process after opening of financial bids;

b) withdraws from the procurement process after being declared the successful bidder;

c) fails to enter into procurement contract after being declared the successful bidder;

d) fails to provide performance security or any other document or security required in terms of the

bidding documents after being declared the successful bidder, without valid grounds,

shall, in addition to the recourse available in the bidding document or the contract, be

punished with fine which may extend to fifty lakh rupees or ten per cent of the assessed value of

procurement, whichever is less.

30) Appeals

a) Subject to “Appeal not to lie in certain cases” below, if any bidder or prospective bidder is

aggrieved that any decision, action or omission of the procuring entity is in contravention to

the provisions of the Act or the rules or guidelines issued thereunder, he may file an appeal to such

officer of the procuring entity, as may be designated by it for the purpose, within a period of 10

days from the date of such decision or action, omission, as the case may be, clearly giving the

specific ground or grounds on which he feels aggrieved:

a. Provided that after the declaration of a bidder as successful in terms of “Award of Contract”,

the appeal may be filed only by a bidder who has participated in procurement proceedings:

b. Provided further that in case a procuring entity evaluates the technical Bid before the opening

of the financial Bid, an appeal related to the matter of financial Bid may be filed only by a

bidder whose technical Bid is found to be acceptable.

b) The officer to whom an appeal is filed under (a) above shall deal with the appeal as expeditiously

as possible and shall endeavour to dispose it of within 30 days from the date of filing of the appeal.

c) If the officer designated under (a) above fails to dispose of the appeal filed under that sub-section

within the period specified in (c) above, or if the bidder or prospective bidder or the procuring

entity is aggrieved by the order passed, the bidder or prospective bidder or the procuring entity, as

the case may be, may file a second appeal to an officer or authority designated by the State

Government in this behalf within 15 days from the expiry of the period specified in (c) above or of

the date of receipt of the order passed under (b) above, as the case may be.


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d) The officer or authority to which an appeal is filed under (c) above shall deal with the appeal as

expeditiously as possible and shall endeavour to dispose it of within 30 days from the date of filing

of the appeal:

e) The officer or authority to which an appeal may be filed under (a) or (d) above shall be : First

Appellate Authority: Principal Secretary, IT&C, GoR

Second Appellate Authority: Principal Secretary, Finance Department, GoR

f) Form of Appeal:

a. Every appeal under (a) and (c) above shall be as per Annexure-16 along with as many

copies as there are respondents in the appeal.

b. Every appeal shall be accompanied by an order appealed against, if any, affidavit verifying

the facts stated in the appeal and proof of payment of fee.

c. Every appeal may be presented to First Appellate Authority or Second Appellate Authority,

as the case may be, in person or through registered post or authorised representative.

g) Fee for Appeal: Fee for filing appeal:

a. Fee for first appeal shall be rupees two thousand five hundred and for second appeal shall

be rupees ten thousand, which shall be non-refundable.

b. The fee shall be paid in the form of bank demand draft or banker’s cheque of a Scheduled

Bank payable in the name of Appellate Authority concerned.

h) Procedure for disposal of appeal:

a. The First Appellate Authority or Second Appellate Authority, as the case may be, upon

filing of appeal, shall issue notice accompanied by copy of appeal, affidavit and documents,

if any, to the respondents and fix date of hearing.

b. On the date fixed for hearing, the First Appellate Authority or Second Appellate Authority,

as the case may be, shall,-

i. hear all the parties to appeal present before him; and

ii. Peruse or inspect documents, relevant records or copies thereof relating to the

matter.

c. After hearing the parties, perusal or inspection of documents and relevant records or

copies thereof relating to the matter, the Appellate Authority concerned shall pass an

order in writing and provide the copy of order to the parties to appeal free of cost.

d. The order passed under (c) shall also be placed on the State Public Procurement Portal.

i) No information which would impair the protection of essential security interests of India, or

impede the enforcement of law or fair competition, or prejudice the legitimate commercial

interests of the bidder or the procuring entity, shall be disclosed in a proceeding under an appeal.

31) Stay of procurement proceedings

While hearing of an appeal, the officer or authority hearing the appeal may, on an application made in

this behalf and after affording a reasonable opportunity of hearing to the parties concerned, stay the

procurement proceedings pending disposal of the appeal, if he, or it, is satisfied that failure to do so is

likely to lead to miscarriage of justice.

32) Vexatious Appeals & Complaints

Whoever intentionally files any vexatious, frivolous or malicious appeal or complaint under the “The

Rajasthan Transparency Public Procurement Act 2012”, with the intention of delaying or defeating

any procurement or causing loss to any procuring entity or any other bidder, shall be punished with


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fine which may extend to twenty lakh rupees or five per cent of the value of procurement, whichever

is less.

33) Offenses by Firms/ Companies

a) Where an offence under “The Rajasthan Transparency Public Procurement Act 2012” has been

committed by a company, every person who at the time the offence was committed was in

charge of and was responsible to the company for the conduct of the business of the company,

as well as the company, shall be deemed to be guilty of having committed the offence and shall

be liable to be proceeded against and punished accordingly:

Provided that nothing contained in this sub-section shall render any such person liable for any

punishment if he proves that the offence was committed without his knowledge or that he had

exercised all due diligence to prevent the commission of such offence.

b) Notwithstanding anything contained in (a) above, where an offence under this Act has been

committed by a company and it is proved that the offence has been committed with the consent

or connivance of or is attributable to any neglect on the part of any director, manager, secretary

or other officer of the company, such director, manager, secretary or other officer shall also be

deemed to be guilty of having committed such offence and shall be liable to be proceeded

against and punished accordingly.

c) For the purpose of this section-

a. "company" means a body corporate and includes a limited liability partnership, firm,

registered society or cooperative society, trust or other association of individuals; and

b. "director" in relation to a limited liability partnership or firm, means a partner in the

firm.

d) Abetment of certain offenses: Whoever abets an offence punishable under this Act, whether or

not that offence is committed in consequence of that abetment, shall be punished with the

punishment provided for the offence.

34) Debarment from Bidding

a) A bidder shall be debarred by the State Government if he has been convicted of an offence

a. under the Prevention of Corruption Act, 1988 (Central Act No. 49 of 1988); or

b. under the Indian Penal Code, 1860 (Central Act No. 45 of 1860) or any other law for the

time being in force, for causing any loss of life or property or causing a threat to public

health as part of execution of a public procurement contract.

b) A bidder debarred under (a) above shall not be eligible to participate in a procurement process

of any procuring entity for a period not exceeding three years commencing from the date on

which he was debarred.

c) If a procuring entity finds that a bidder has breached the code of integrity prescribed in terms of

“Code of Integrity for bidders” above, it may debar the bidder for a period not exceeding three

years.

d) Where the entire bid security or the entire performance security or any substitute thereof, as

the case may be, of a bidder has been forfeited by a procuring entity in respect of any

procurement process or procurement contract, the bidder may be debarred from participating in

any procurement process undertaken by the procuring entity for a period not exceeding three

years.


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e) The State Government or a procuring entity, as the case may be, shall not debar a bidder under

this section unless such bidder has been given a reasonable opportunity of being heard.

35) Change in status of the bidder

a) Any change in the constitution of the firm, etc. shall be notified forth with by the contractor in

writing to the procuring entity and such change shall not relieve any former member of the firm,

etc., from any liability under the contract.

b) No new partner/ partners shall be accepted in the firm by the selected bidder in respect of the

contract unless he/ they agree to abide by all its terms, conditions and deposits with the

procuring entity through a written agreement to this effect. The bidder’s receipt for

acknowledgement or that of any partners subsequently accepted as above shall bind all of them

and will be sufficient discharge for any of the purpose of the contract.

c) The selected bidder shall not assign or sub-let his contract or any substantial part thereof to any

other agency without the permission of procuring entity.


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6. GENERAL TERMS AND CONDITIONS OF TENDER & CONTRACT

Bidders should read these conditions carefully and comply strictly while sending their bids.

Definitions

For the purpose of clarity, the following words and expressions shall have the meanings hereby assigned to

them: -

a) “Contract” means the Agreement entered into between the Purchaser and the successful/ selected

bidder, together with the Contract Documents referred to therein, including all attachments,

appendices, and all documents incorporated by reference therein.

b) “Contract Documents” means the documents listed in the Agreement, including any amendments

thereto.

c) “Contract Price” means the price payable to the successful/ selected bidder as specified in the

Agreement, subject to such additions and adjustments thereto or deductions there from, as may be

made pursuant to the Contract.

d) “Day” means a calendar day.

e) “Delivery” means the transfer of the Goods from the successful/ selected bidder to the Purchaser in

accordance with the terms and conditions set forth in the Contract.

f) “Completion” means the fulfilment of the related services by the successful/ selected bidder in

accordance with the terms and conditions set forth in the Contract.

g) “Goods” means all of the commodities, raw material, machinery and equipment, and/or other

materials that the successful/ selected bidder is required to supply to the Purchaser under the

Contract.

h) “Purchaser” means the entity purchasing the Goods and related services, as specified in the bidding

document.

i) “Related Services” means the services incidental to the supply of the goods, such as insurance,

installation, training and initial maintenance and other similar obligations of the successful/ selected

bidder under the Contract.

j) “Subcontractor” means any natural person, private or government entity, or a combination of the

above, including its legal successors or permitted assigns, to whom any part of the Goods to be

supplied or execution of any part of the related services is subcontracted by the successful/ selected

bidder.

k) “Supplier/ Successful or Selected bidder” means the person, private or government entity, or a

combination of the above, whose Bid to perform the Contract has been accepted by the Purchaser and

is named as such in the Agreement, and includes the legal successors or permitted assigns of the

successful/ selected bidder.

l) “The Site,” where applicable, means the designated project place(s) named in the bidding document.

Note: The bidder shall be deemed to have carefully examined the conditions, specifications, size, make and

drawings, etc., of the goods to be supplied and related services to be rendered. If the bidder has any

doubts as to the meaning of any portion of these conditions or of the specification, drawing, etc., he shall,

before submitting the Bid and signing the contract refer the same to the procuring entity and get

clarifications.

1) Contract Documents

Subject to the order of precedence set forth in the Agreement, all documents forming the Contract

(and all parts thereof) are intended to be correlative, complementary, and mutually explanatory.


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2) Interpretation

a) If the context so requires it, singular means plural and vice versa.

b) Entire Agreement: The Contract constitutes the entire agreement between the Purchaser and the

Supplier/ Selected bidder and supersedes all communications, negotiations and agreements

(whether written or oral) of parties with respect thereto made prior to the date of Contract.

c) Amendment: No amendment or other variation of the Contract shall be valid unless it is in writing,

is dated, expressly refers to the Contract, and is signed by a duly authorized representative of each

party thereto.

d) Non-waiver: Subject to the condition (f) below, no relaxation, forbearance, delay, or indulgence by

either party in enforcing any of the terms and conditions of the Contract or the granting of time by

either party to the other shall prejudice, affect, or restrict the rights of that party under the

Contract, neither shall any waiver by either party of any breach of Contract operate as waiver of

any subsequent or continuing breach of Contract.

e) Any waiver of a party’s rights, powers, or remedies under the Contract must be in writing, dated,

and signed by an authorized representative of the party granting such waiver, and must specify the

right and the extent to which it is being waived.

f) Severability: If any provision or condition of the Contract is prohibited or rendered invalid or

unenforceable, such prohibition, invalidity or unenforceability shall not affect the validity or

enforceability of any other provisions and conditions of the Contract.

3) Language

a) The Contract as well as all correspondence and documents relating to the Contract exchanged by

the successful/ selected bidder and the Purchaser, shall be written in English language only.

Supporting documents and printed literature that are part of the Contract may be in another

language provided they are accompanied by an accurate translation of the relevant passages in the

language specified in the special conditions of the contract, in which case, for purposes of

interpretation of the Contract, this translation shall govern.

b) The successful/ selected bidder shall bear all costs of translation to the governing language and all

risks of the accuracy of such translation.

4) Eligible Goods and Related Services

a) For purposes of this Clause, the term “goods” includes commodities, raw material, machinery,

equipment, and industrial plants; and “related services” includes services such as insurance,

transportation, supply, installation, integration, testing, commissioning, training, and initial

maintenance.

b) All articles/ goods being bid, other than those marked in the Bill of Material (BoM) should be the

ones which are produced in volume and are used by a large number of users in India/ abroad. All

products quoted by the successful/ selected bidder must be associated with specific make and

model number, item code and names and with printed literature describing configuration and

functionality. Any deviation from the printed specifications should be clearly mentioned in the

offer document by the bidder/ supplier. Also, the bidder is to quote/ propose only one make/

model against the respective item.


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c) The OEM/ Vendor of the quoted product must have its own registered spares depot in India having

adequate inventory of the equipment being quoted for providing the necessary spares as per the

requirements of the bidding document.

d) Bidder must quote products in accordance with above clause “Eligible goods and related services”.

5) Notices

a) Any notice given by one party to the other pursuant to the Contract shall be in writing to the

address specified in the contract. The term “in writing” means communicated in written form with

proof of dispatch and receipt.

b) A Notice shall be effective when delivered or on the Notice’s effective date, whichever is later.

6) Governing Law

The Contract shall be governed by and interpreted in accordance with the laws of the Rajasthan State/

the Country (India), unless otherwise specified in the contract.

7) Scope of Supply

a) Subject to the provisions in the bidding document and contract, the related services to be supplied

shall be as specified in the bidding document.

b) Unless otherwise stipulated in the Contract, the scope of supply shall include all such items not

specifically mentioned in the Contract but that can be reasonably inferred from the Contract as

being required for attaining delivery and completion of the goods/ related services as if such items

were expressly mentioned in the Contract.

8) Delivery of Services

a) Subject to the conditions of the contract, the delivery of the related services shall be in accordance

with the delivery and completion schedule specified in the bidding document. The details of

supply/ shipping and other documents to be furnished by the successful/ selected bidder are

specified in the bidding document and/ or contract.

b) The contract for the supply can be repudiated at any time by the purchase officer, if the supplies

are not made to his satisfaction after giving an opportunity to the bidder of being heard and

recording the reasons for repudiation.

c) The Supplier/ Selected Bidder shall arrange to supply the ordered services as per specifications

within the specified delivery/ completion period at various sites mentioned in the PO/ WO.

d) The supplied manpower can be reshuffled at any of the sites as per requirements.

e) Any deputed manpower may require visiting one site to another site as per requirement. The

expenses of the visits shall be borne by the bidder.

9) Supplier’s/ Selected Bidder’s Responsibilities

The Supplier/ Selected Bidder shall supply all the related services included in the scope of supply in

accordance with the provisions of bidding document and/ or contract.

10) Purchaser’s Responsibilities

a) Whenever the supply of goods and related services requires that the Supplier/ Selected Bidder

obtain permits, approvals, and import and other licenses from local public authorities, the

Purchaser shall, if so required by the Supplier/ Selected Bidder, make its best effort to assist the


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Supplier/ Selected Bidder in complying with such requirements in a timely and expeditious

manner.

b) The Purchaser shall pay all costs involved in the performance of its responsibilities, in accordance

with the general and special conditions of the contract.

11) Contract Price

a) The Contract Price shall be paid as specified in the contract subject to any additions and

adjustments thereto, or deductions there from, as may be made pursuant to the Contract.

b) Prices charged by the Supplier/ Selected Bidder for the Goods delivered and the Related Services

performed under the Contract shall not vary from the prices quoted by the Supplier/ Selected

Bidder in its bid, with the exception of any price adjustments authorized in the special conditions

of the contract.

12) Recoveries from Supplier/ Selected Bidder

a) Recovery of liquidated damages, short supply, breakage, rejected articles shall be made ordinarily

from bills.

b) The Purchase Officer shall withhold amount to the extent of short supply, broken/ damaged or for

rejected articles unless these are replaced satisfactorily. In case of failure to withhold the amount,

it shall be recovered from his dues and performance security deposit available under this contract

with tendering authority.

c) The balance, if any, shall be demanded from the Supplier/ Selected Bidder and when recovery is

not possible, the Purchase Officer shall take recourse to law in force.

13) Taxes & Duties

a) The TDS, GST etc., if applicable, shall be deducted / paid by tendering authority as per prevailing

rates.

b) For goods/services supplied from outside India, the successful/ selected bidder shall be entirely

responsible for all taxes, stamp duties, license fees, and other such levies imposed outside the

country.

c) For goods/services supplied from within India, the successful/ selected bidder shall be entirely

responsible for all taxes, duties, license fees, etc., incurred until delivery of the contracted Goods

to the Purchaser.

d) If any tax exemptions, reductions, allowances or privileges may be available to the successful/

selected bidder in India, the Purchaser shall use its best efforts to enable the successful/ selected

bidder to benefit from any such tax savings to the maximum allowable extent.

14) Copyright

The copyright in all drawings, design documents, source code and other materials containing data and

information furnished to the Purchaser by the Supplier/ Selected Bidder herein shall remain vested in

the Purchaser, or, if they are furnished to the Purchaser directly or through the Supplier/ Selected

Bidder by any third party, including suppliers of materials, the copyright in such materials shall remain

vested in such third party.


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15) Confidential Information

a) The Purchaser and the Supplier/ Selected Bidder shall keep confidential and shall not, without the

written consent of the other party hereto, divulge to any third party any drawings, documents,

data, or other information furnished directly or indirectly by the other party hereto in connection

with the Contract, whether such information has been furnished prior to, during or following

completion or termination of the Contract.

b) The Supplier/ Selected Bidder may furnish to its Subcontractor, if permitted, such documents,

data, and other information it receives from the Purchaser to the extent required for the

Subcontractor to perform its work under the Contract, in which event the Supplier/ Selected

Bidder shall obtain from such Subcontractor an undertaking of confidentiality similar to that

imposed on the Supplier/ Selected Bidder.

c) The Purchaser shall not use such documents, data, and other information received from the

Supplier/ Selected Bidder for any purposes unrelated to the Contract. Similarly, the Supplier/

Selected Bidder shall not use such documents, data, and other information received from the

Purchaser for any purpose other than the design, procurement, or other work and services

required for the performance of the Contract.

d) The obligation of a party under sub-clauses above, however, shall not apply to information that: -

i. the Purchaser or Supplier/ Selected Bidder need to share with tendering authority or other

institutions participating in the Contract;

ii. now or hereafter enters the public domain through no fault of that party;

iii. can be proven to have been possessed by that party at the time of disclosure and which was

not previously obtained, directly or indirectly, from the other party; or

iv. otherwise lawfully becomes available to that party from a third party that has no obligation of

confidentiality.

e) The above provisions shall not in any way modify any undertaking of confidentiality given by either

of the parties hereto prior to the date of the Contract in respect of the supply or any part thereof.

f) The provisions of this clause shall survive completion or termination, for whatever reason, of the

Contract.

16) Sub-contracting

a) The bidder shall not assign or sub-let his contract or any substantial part thereof to any other

agency without the permission of Purchaser/ Tendering Authority.

b) If permitted, the selected bidder shall notify the Purchaser, in writing, of all subcontracts awarded

under the Contract, if not already specified in the Bid. Subcontracting shall in no event relieve the

Supplier/ Selected Bidder from any of its obligations, duties, responsibilities, or liability under the

Contract.

c) Subcontractors, if permitted, shall comply with the provisions of bidding document and/ or

contract.

17) Specifications and Standards

a) All articles supplied shall strictly conform to the specifications, trademark laid down in the bidding

document and wherever articles have been required according to ISI/ ISO/ other applicable

specifications/ certifications/ standards, those articles should conform strictly to those

specifications/ certifications/ standards. The supply shall be of best quality and description. The


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decision of the competent authority/ purchase committee whether the articles supplied conforms

to the specifications shall be final and binding on the supplier/ selected bidder.

b) Technical Specifications and Drawings

i. The Supplier/ Selected Bidder shall ensure that the goods and related services comply with the

technical specifications and other provisions of the Contract.

ii. The Supplier/ Selected Bidder shall be entitled to disclaim responsibility for any design, data,

drawing, specification or other document, or any modification thereof provided or designed by

or on behalf of the Purchaser, by giving a notice of such disclaimer to the Purchaser.

iii. The goods and related services supplied under this Contract shall conform to the standards

mentioned in bidding document and, when no applicable standard is mentioned, the standard

shall be equivalent or superior to the official standards whose application is appropriate to the

country of origin of the Goods.

c) Wherever references are made in the Contract to codes and standards in accordance with which it

shall be executed, the edition or the revised version of such codes and standards shall be those

specified in the bidding document. During Contract execution, any changes in any such codes and

standards shall be applied only after approval by the Purchaser and shall be treated in accordance

with the general conditions of the contract.

d) The supplier/ selected bidder must certify that all the goods are new, unused, and of the agreed

make and models, and that they incorporate all recent improvements in design and materials,

unless provided otherwise in the Contract.

e) The supplier/ selected bidder should further warrant that the Goods shall be free from defects

arising from any act or omission of the supplier/ selected bidder or arising from design, materials,

and workmanship, under normal use in the conditions prevailing in the place of final destination.

18) Insurance

a) The Manpower supplied under the Contract shall be fully insured. The Purchaser shall not be

responsible for any mishappening with the supplied Manpower at the site. The insurance charges

will be borne by the supplier and Purchaser will not be required to pay such charges if incurred.

b) The services will be delivered at the FOR destination in perfect condition.

19) Inspection

a) The Purchase Officer or his duly authorized representative shall inspect the relevant documents of

the profiles as prescribed in the RFP. If required, the supplied manpower may be interviewed to

verify the required skills of the profile at time of joining in presence of senior official of the

supplier.

b) The supplier/ selected bidder shall furnish complete information of the profiles.

20) Rejection

a) Supplied/offered manpower not approved during inspection or interview shall be rejected and will

have to be replaced by the selected bidder at his own cost within the time fixed by the Purchase

Officer.

b) The manpower deputed by the supplier shall be reviewed by the purchaser in terms of its

qualifications, experience, efficiency, cooperation, discipline and performance and services. The

purchaser, upon finding any deficiency in any of the parameter, may reject any of the manpower


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by giving 15 days’ time, as decided by the purchaser, which the selected bidder has to replace

within the given time frame.

c) If, however, due to exigencies of tendering authority work, such replacement is not considered

feasible, the Purchase Officer after giving an opportunity to the selected bidder of being heard

shall for reasons to be recorded, deduct a suitable amount from the approved rates. The

deduction so made shall be final.

21) Extension in Delivery Period and Liquidated Damages (LD)

a) Except as provided under clause “Force Majeure”, if the supplier/ selected bidder fails to

supply/depute the required manpower initially or after changing the manpower during the course

of the contract due to any reason within the period specified in the Contract, the Purchaser may

without prejudice to all its other remedies under the Contract, deduct from the Contract Price, as

liquidated damages, a sum equivalent to the percentage specified in (d) below for each week or

part thereof of delay until actual delivery or performance, up to a maximum deduction of the

percentage specified in the bidding document and/ or contract. Once the maximum is reached, the

Purchaser may terminate the Contract pursuant to clause “Termination”.

b) The payment of the services would not be applicable of the personals which are not

supplied/deputed.

c) The time specified for delivery in the bidding document shall be deemed to be the essence of the

contract and the supplier/ selected bidder shall arrange related services within the specified

period.

d) Delivery period may be extended with or without liquidated damages, if the delay in the supply of

service is on account of hindrances beyond the control of the supplier/ selected bidder.

i. The supplier/ selected bidder shall request in writing to the Purchaser giving reasons for

extending the delivery period of service, if he finds himself unable to complete the supply of

goods or service within the stipulated delivery period or is unable to maintain prorate progress

in the supply of goods or service delivery. This request shall be submitted as soon as a

hindrance in delivery of goods and service occurs or within 15 days from such occurrence but

before expiry of stipulated period of completion of delivery of goods and service after which

such request shall not be entertained.

ii. The Purchaser shall examine the justification of causes of hindrance in the delivery of goods

and service and the period of delay occurred due to that and recommend the competent

authority on the period of extension which should be granted with or without liquidated

damages.

iii. Normally, extension in delivery period of goods and service in following circumstances may be

considered without liquidated damages:

a. When delay has occurred due to delay in confirming the services, if the tendering authority

was required to confirm them as per terms of the contract.

b. When delay has occurred in supply of services if these were required to be supplied to the

supplier or service provider by the tendering authority as per terms of the contract.

iv. If the competent authority agrees to extend the delivery period/ schedule, an amendment to

the contract with suitable denial clauses and with or without liquidated damages, as the case

may be, shall be issued. The amendment letter shall mention that no extra price or additional

cost for any reason, what so ever beyond the contracted cost shall be paid for the delayed

supply of goods and service.


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v. It shall be at the discretion of the concerned authority to accept or not to accept the supply of

goods and/ or services rendered by the contractor after the expiry of the stipulated delivery

period, if no formal extension in delivery period has been applied and granted. The competent

authority shall have right to cancel the contract with respect to undelivered goods and/ or

service.

vi. If tendering authority is in need of the good and/ or service rendered after expiry of the

stipulated delivery period, it may accept the services and issue a letter of extension in delivery

period with usual liquidated damages and denial clauses to regularize the transaction.

e) In case of extension in the delivery period is granted with full liquidated damages, the recovery

shall be made on the basis of following percentages of value of unsupplied services : -

S. No. Condition LD %*

a. Delay up to one fourth period of the prescribed period of delivery of the

services after placing Work Order/repeat Work Order 2.5 %

b. Delay exceeding one fourth but not exceeding half of the prescribed period of

delivery of the services after placing Work Order/repeat Work Order 5.0 %

c. Delay exceeding half but not exceeding three fourth of the prescribed period of


d. Delay exceeding three fourth of the prescribed period of delivery of the


i. Fraction of a day in reckoning period of delay in supplies, successful installation and

completion of work shall be eliminated, if it is less than half a day.

ii. The maximum amount of liquidated damages shall be 10% of the contract value.

iii. *The percentage refers to the payment due for the associated works/ goods/ service.

22) Authenticity of Services

a) The selected bidder shall certify (as per Annexure-10) that the supplied manpower genuine/

authentic, having desired qualification and experience, having good conduct, not having any

criminal record, not debarred from IT services in the country.

b) If during the contract period, the said goods be discovered counterfeit/ unauthentic or not to

conform to the description and quality aforesaid or have determined (and the decision of the

Purchase Officer in that behalf will be final and conclusive), notwithstanding the fact that the

purchaser may have inspected and/ or approved the said services, the purchaser will be entitled to

reject the said services, on such rejection the services will be at the selected bidder’s risk and all

the provisions relating to rejection of services etc., shall apply. The selected bidder shall, if so

called upon to do, replace the services/manpower etc., or such portion thereof as is rejected by

Purchase Officer, otherwise the selected bidder shall pay such damage as may arise by the reason

of the breach of the condition herein contained. Nothing herein contained shall prejudice any

other right of the Purchase Officer in that behalf under this contract or otherwise.

c) Services accepted by the purchaser in terms of the contract shall in no way dilute purchaser’s right

to reject the same later, if found deficient in terms of the this clause of the contract.

23) Patent Indemnity

a) The supplier/ selected bidder shall, subject to the Purchaser’s compliance with sub-clause (b)

below, indemnify and hold harmless the Purchaser and its employees and officers from and against


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any and all suits, actions or administrative proceedings, claims, demands, losses, damages, costs,

and expenses of any nature, including attorney’s fees and expenses, which the Purchaser may

suffer as a result of any infringement or alleged infringement of any patent, utility model,

registered design, trademark, copyright, or other intellectual property right registered or

otherwise existing at the date of the Contract by reason of: -

i. the installation of the Goods by the supplier/ selected bidder or the use of the Goods in the

country where the Site is located; and

ii. the sale in any country of the products produced by the Goods.

Such indemnity shall not cover any use of the Goods or any part thereof other than for the

purpose indicated by or to be inferred from the Contract, neither any infringement resulting from

the use of the Goods or any part thereof, or any products produced thereby in association or

combination with any other equipment, plant, or materials not supplied by the supplier/ selected

bidder, pursuant to the Contract.

b) If any proceedings are brought or any claim is made against the Purchaser arising out of the

matters referred to above, the Purchaser shall promptly give the supplier/ selected bidder a notice

thereof, and the supplier/ selected bidder may at its own expense and in the Purchaser’s name

conduct such proceedings or claim and any negotiations for the settlement of any such

proceedings or claim.

c) If the supplier/ selected bidder fails to notify the Purchaser within thirty (30) days after receipt of

such notice that it intends to conduct any such proceedings or claim, then the Purchaser shall be

free to conduct the same on its own behalf.

d) The Purchaser shall, at the supplier’s/ selected bidder’s request, afford all available assistance to

the supplier/ selected bidder in conducting such proceedings or claim, and shall be reimbursed by

the supplier/ selected bidder for all expenses incurred in so doing.

e) The Purchaser shall indemnify and hold harmless the supplier/ selected bidder and its employees,

officers, and Subcontractors (if any) from and against any and all suits, actions or administrative

proceedings, claims, demands, losses, damages, costs, and expenses of any nature, including

attorney’s fees and expenses, which the supplier/ selected bidder may suffer as a result of any

infringement or alleged infringement of any patent, utility model, registered design, trademark,

copyright, or other intellectual property right registered or otherwise existing at the date of the

Contract arising out of or in connection with any design, data, drawing, specification, or other

documents or materials provided or designed by or on behalf of the Purchaser.

24) Limitation of Liability

Except in cases of gross negligence or wilful misconduct: -

a) neither party shall be liable to the other party for any indirect or consequential loss or damage,

loss of use, loss of production, or loss of profits or interest costs, provided that this exclusion shall

not apply to any obligation of the supplier/ selected bidder to pay liquidated damages to the

Purchaser; and

b) the aggregate liability of the supplier/ selected bidder to the Purchaser, whether under the

Contract, in tort, or otherwise, shall not exceed the amount specified in the Contract, provided

that this limitation shall not apply to the cost of replacing defective services, or to any obligation of

the supplier/ selected bidder to indemnify the Purchaser with respect to patent infringement.


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25) Force Majeure

a) The supplier/ selected bidder shall not be liable for forfeiture of its PSD, LD, or termination for

default if and to the extent that it’s delay in performance or other failure to perform its obligations

under the Contract is the result of an event of Force Majeure.

b) For purposes of this Clause, “Force Majeure” means an event or situation beyond the control of

the supplier/ selected bidder that is not foreseeable, is unavoidable, and its origin is not due to

negligence or lack of care on the part of the supplier/ selected bidder. Such events may include,

but not be limited to, acts of the Purchaser in its sovereign capacity, wars or revolutions, fires,

floods, epidemics, quarantine restrictions, and freight embargoes.

c) If a Force Majeure situation arises, the supplier/ selected bidder shall promptly notify the

tendering authority in writing of such conditions and cause thereof within 15 days of occurrence of

such event. Unless otherwise directed by tendering authority, the supplier/ selected bidder shall

continue to perform its obligations under the contract as far as reasonably practical.

d) If the performance in whole or part or any obligation under the contract is prevented or delayed

by any reason of Force Majeure for a period exceeding 60 days, either party at its option may

terminate the contract without any financial repercussion on either side.

e) In case a Force Majeure situation occurs with the tendering authority, the tendering authority may

take the case with the supplier/ selected bidder on similar lines.

26) Change Orders and Contract Amendments

a) The Purchaser may at any time order the supplier/ selected bidder through Notice in accordance

with clause “Notices” above, to make changes within the general scope of the Contract in any one

or more of the following: -

i. the place of delivery of services; and

ii. the related services to be provided by the supplier/ selected bidder.

b) If any such change causes an increase or decrease in the cost of, or the time required for, the

supplier’s/ selected bidder’s performance of any provisions under the Contract, an equitable

adjustment shall be made in the Contract Price or in the Delivery and Completion Schedule, or

both, and the Contract shall accordingly should be amended. Any claims by the supplier/ selected

bidder for adjustment under this clause must be asserted within thirty (30) days from the date of

the supplier’s/ selected bidder’s receipt of the Purchaser’s change order.

c) Prices to be charged by the supplier/ selected bidder for any related services that might be needed

but which were not included in the Contract shall be agreed upon in advance by the parties and

shall not exceed the prevailing rates charged to other parties by the supplier/ selected bidder for

similar services.

27) Termination

a) Termination for Default

i. The tender sanctioning authority of tendering authority may, without prejudice to any other

remedy for breach of contract, by a written notice of default of at least 30 days sent to the

supplier/ selected bidder, terminate the contract in whole or in part: -

a. If the supplier/ selected bidder fails to deliver any or all quantities of the service within the

time period specified in the contract, or any extension thereof granted by tendering

authority; or


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b. If the supplier/ selected bidder fails to perform any other obligation under the contract

within the specified period of delivery of service or any extension granted thereof; or

c. If the supplier/ selected bidder, in the judgement of the Purchaser, is found to be engaged

in corrupt, fraudulent, collusive, or coercive practices in competing for or in executing the

contract.

d. If the supplier/ selected bidder commits breach of any condition of the contract.

ii. If tendering authority terminates the contract in whole or in part, amount of PSD may be

forfeited.

iii. Before cancelling a contract and taking further action, advice of senior most finance person

available in the office and of legal adviser or legal assistant posted in the office, if there is one,

may be obtained.

iv. As on effective date of termination, Tendering Authority shall pay:

a) the unpaid value of all the assets/services supplied by the Bidder and accepted by the

purchaser in accordance with the RFP specifications.

v. b) all the services delivered by the Bidder and accepted by the purchaser, the consideration

payable shall be based on service rate as per agreement.

b) Termination for Insolvency

Tendering authority may at any time terminate the Contract by giving a written notice of at least

30 days to the supplier/ selected bidder, if the supplier/ selected bidder becomes bankrupt or

otherwise insolvent. In such event, termination will be without compensation to the supplier/

selected bidder, provided that such termination will not prejudice or affect any right of action or

remedy that has accrued or will accrue thereafter to tendering authority.

c) Termination for Convenience

i. Tendering authority, by a written notice of at least 30 days sent to the supplier/ selected

bidder, may terminate the Contract, in whole or in part, at any time for its convenience. The

Notice of termination shall specify that termination is for the Purchaser’s convenience, the

extent to which performance of the supplier/ selected bidder under the Contract is

terminated, and the date upon which such termination becomes effective.

ii. Tendering Authority shall pay the bidder for all products/ services provided and for which

bidder has placed order for supplies (Proof of order to be submitted to tendering authority) up

to the effective date of termination at the contract terms and prices.

28) Exit Management

a) Preamble

i. The word ‘parties’ include the procuring entity and the selected bidder.

ii. This Schedule sets out the provisions, which will apply on expiry or termination of the

Project Implementation and Operations and Management of SLA.

iii. In the case of termination of the Project Implementation and/ or Operation and

Management SLA due to illegality, the Parties shall agree at that time whether, and if so

during what period, the provisions of this Schedule shall apply.

iv. The Parties shall ensure that their respective associated entities carry out their respective

obligations set out in this Exit Management Schedule.

b) Transfer of Assets


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i. The selected bidder may continue work on the assets for the duration of the exit

management period which may be a six months period from the date of expiry or

termination of the agreement, if required by tendering authority to do so. During this

period, the selected bidder will transfer all the assets in good working condition and as per

the specifications of the bidding document including the ones being upgraded to the

department/ designated agency. The security deposit/ performance security submitted by

selected bidder will only be returned after the successful transfer of the entire project

including its infrastructure.

ii. The selected bidder, if not already done, will transfer all the Software Licenses under the

name of the tendering authority as desired by the procuring entity during the exit

management period.

iii. Tendering authority during the project implementation phase and the operation and

management phase shall be entitled to serve notice in writing to the selected bidder at any

time during the exit management period requiring the selected bidder to provide tendering

authority or its nominated agencies with a complete and up-to-date list of the assets within

30 days of such notice.

iv. Upon service of a notice, as mentioned above, the following provisions shall apply: -

a. In the event, if the assets which to be transferred to tendering authority mortgaged to

any financial institutions by the selected bidder, the selected bidder shall ensure that all

such liens and liabilities have been cleared beyond any doubt, prior to such transfer. All

documents regarding the discharge of such lien and liabilities shall be furnished to

tendering authority or its nominated agencies.

b. All title of the assets to be transferred to tendering authority or its nominated agencies

pursuant to clause(s) above shall be transferred on the last day of the exit management

period. All expenses occurred during transfer of assets shall be borne by the selected

bidder.

c. That on the expiry of this clause, the selected bidder and any individual assigned for the

performance of the services under this clause shall handover or cause to be handed over

all confidential information and all other related material in its possession, including the

entire established infrastructure supplied by selected bidder to tendering authority.

d. That the products and technology delivered to tendering authority during the contract

term or on expiry of the contract duration should not be sold or re-used or copied or

transferred by selected bidder to other locations apart from the locations mentioned in

the this bidding document without prior written notice and approval of tendering

authority. Supplied hardware, software & documents etc., used by selected bidder for

tendering authority shall be the legal properties of tendering authority.

c) Cooperation and Provision of Information during the exit management period

i. The selected bidder will allow tendering authority or its nominated agencies access to the

information reasonably required to define the current mode of operation associated with

the provision of the services to enable tendering authority or its nominated agencies to

assess the existing services being delivered.

ii. The selected bidder shall provide access to copies of all information held or controlled by

them which they have prepared or maintained in accordance with the Project

Implementation, the Operation and Management SLA and SOWs relating to any material

aspect of the services provided by the selected bidder. Tendering authority or its nominated


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agencies shall be entitled to copy all such information comprising of details pertaining to the

services rendered and other performance data. The selected bidder shall permit tendering

authority or its nominated agencies and/ or any replacement operator to have reasonable

access to its employees and facilities as reasonably required by tendering authority or its

nominated agencies to understand the methods of delivery of the services employed by the

selected bidder and to assist appropriate knowledge transfer.

d) Confidential Information, Security and Data

The selected bidder will promptly on the commencement of the exit management period supply

to tendering authority or its nominated agencies the following:

i. Documentation relating to Intellectual Property Rights;

ii. Project related data and confidential information;

iii. All current and updated data as is reasonably required for purposes of tendering authority

or its nominated agencies transitioning the services to its replacement selected bidder in a

readily available format nominated by tendering authority or its nominated agencies; and

iv. All other information (including but not limited to documents, records and agreements)

relating to the services reasonably necessary to enable tendering authority or its nominated

agencies, or its replacement operator to carry out due diligence in order to transition the

provision of the services to tendering authority or its nominated agencies, or its replacement

operator (as the case may be).

v. Before the expiry of the exit management period, the selected bidder shall deliver to

tendering authority or its nominated agencies all new or up-dated materials from the

categories set out above and shall not retain any copies thereof, except that the selected

bidder shall be permitted to retain one copy of such materials for archival purposes only.

e) Transfer of certain agreements

i. On request by Procuring entity or its nominated agencies, the selected bidder shall effect

such assignments, transfers, innovations, licenses and sub-licenses as Procuring entity or its

nominated agencies may require in favour of procuring entity or its nominated agencies, or

its replacement operator in relation to any equipment lease, maintenance or service

provision agreement between selected bidder and third party leasers, operators, or

operator, and which are related to the services and reasonably necessary for carrying out of

the replacement services by tendering authority or its nominated agencies, or its

replacement operator.

ii. Right of Access to Premises: At any time during the exit management period and for such

period of time following termination or expiry of the SLA, where assets are located at the

selected bidder’s premises, the selected bidder will be obliged to give reasonable rights of

access to (or, in the case of assets located on a third party’s premises, procure reasonable

rights of access to tendering authority or its nominated agencies, and/ or any replacement

operator in order to inventory the assets.

f) General Obligations of the selected bidder

i. The selected bidder shall provide all such information as may reasonably be necessary to

effect as seamless during handover as practicable in the circumstances to tendering

authority or its nominated agencies or its replacement operator and which the operator has

in its possession or control at any time during the exit management period.

ii. The selected bidder shall commit adequate resources to comply with its obligations under

this Exit Management Clause.


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g) Exit Management Plan

i. The selected bidder shall provide tendering authority or its nominated agencies with a

recommended exit management plan (“Exit Management Plan”) which shall deal with at

least the following aspects of exit management in relation to the SLA as a whole and in

relation to the Project Implementation, the Operation and Management SLA and SOWs.

ii. A detailed program of the transfer process that could be used in conjunction with a

replacement operator including details of the means to be used to ensure continuing

provision of the services throughout the transfer process or until the cessation of the

services and of the management structure to be used during the transfer; and

iii. Plans for the communication with such of the selected bidder’s, staff, suppliers, customers

and any related third party as are necessary to avoid any material detrimental impact on

tendering authority operations as a result of undertaking the transfer; and

iv. If applicable, proposed arrangements and Plans for provision of contingent support in terms

of business continuance and hand holding during the transition period, to tendering

authority or its nominated agencies, and Replacement Operator for a reasonable period, so

that the services provided continue and do not come to a halt.

v. The Bidder shall re-draft the Exit Management Plan annually after signing of contract to

ensure that it is kept relevant and up to date.

vi. Each Exit Management Plan shall be presented by the selected bidder to and approved by

tendering authority or its nominated agencies.

vii. In the event of termination or expiry of SLA, Project Implementation, Operation and

Management SLA or SOWs each party shall comply with the Exit Management Plan.

viii. During the exit management period, the selected bidder shall use its best efforts to deliver

the services.

ix. Payments during the Exit Management period shall be made in accordance with the Terms

of Payment Clause.

x. It would be the responsibility of the selected bidder to support new operator during the

transition period.

29) Change Requests/ Management

a) An institutional mechanism will be set up for taking decisions regarding requests for changes. The

Purchase Committee will set up a Change Control Committee with members from the

procurement agency and the selected bidder. If it is unable to reach an agreement, the decision of

the Purchase Committee will be final.

b) Tendering authority may at any time, by a written order given to the bidder , make changes within

the general scope of the Agreement in any one or more of the following: -

Designs, specifications, requirements which software or service to be provided under the

Agreement are to be specifically developed and rendered for tendering authority.

The method of deployment, shipping or packing.

Schedule for Installation Acceptance.

The place of delivery and/or the services to be provided by the bidder.

c) The change request/ management procedure will follow the following steps: -

Identification and documentation of the need for the change – The information related to

initiator, initiation date and details of change required and priority of the change will be

documented by tendering authority.


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Analysis and evaluation of the Change Request – Impact of the change in terms of the

estimated effort, changed schedule, cost and the items impacted will be analysed and

documented by the bidder.

Approval or disapproval of the change request – Tendering authority will approve or

disapprove the change requested including the additional payments for software

development, quoted man-month rate shall be used for cost estimation, efforts of all technical

resources- project manager, analyst, software developer, testing engineer, database

architecture etc shall be taken into account for total man-month estimation to carry out the

s/w development resulting from the change request. For all technical resources irrespective of

their experience and specialisation, the quoted man-month rate shall be used. Efforts of

support staff shall not be taken into consideration for this purpose.

Implementation of the change – The change will be implemented in accordance to the agreed

cost, effort, and schedule by the selected bidder.

Verification of the change – The change will be verified by tendering authority on

implementation of the change request.

d) All changes outside the scope of supplies agreed to herein which may have likely financial

implications in terms of the overall cost/ time of the project shall be undertaken by SI only after

securing the express consent of tendering authority. In the event that the consent of tendering

authority is not received then the change will not be carried out.

e) While approving any change request, if required, tendering authority may ask the bidder to deploy

the required resources on-site.

f) If any such change outside the scope of supplies agreed to herein causes an increase or decrease in

cost of, or the time required for, firm’s performance of any provisions under the Agreement,

equitable adjustments shall be made in the Agreement Price or Delivery Schedule, or both, and the

Agreement shall accordingly be amended. Any claims by firm for adjustment under this must be

asserted within 30 (thirty) days from the date of SI receiving the tendering authority change order

which shall not be unreasonably withheld or delayed.

30) Settlement of Disputes

a) General: If any dispute arises between the supplier/ selected bidder and tendering authority

during the execution of a contract that should be amicably settled by mutual discussions. However,

if the dispute is not settled by mutual discussions, a written representation will be obtained from

the supplier/ selected bidder on the points of dispute. The representation so received shall be

examined by the concerned Procurement Committee which sanctioned the tender. The

Procurement Committee may take legal advice of a counsel and then examine the representation.

The supplier/ selected bidder will also be given an opportunity of being heard. The Committee will

take a decision on the representation and convey it in writing to the supplier/ selected bidder.

b) If any dispute arises out of the contract with regard to the interpretation, meaning and breach

of the terms of the contract, the matter shall be referred by the bidder to the sole arbitrator,

which in case of this Bid will be the Chief Secretary, Government of Rajasthan or any Officer as

designated by the State Government, to be named in the contract, whose decision shall be

final.

Any fact or condition, which may not have been mentioned in terms and conditions and may

arise during the contract period, shall be decided as per the State Government policy/rules. In


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case rules/policies do not provide any such situation, the issue will be decided by the

Arbitrator.

The Tendering authority and the DCO shall make every effort to resolve amicably by direct

informal negotiations, any disagreement or disputes, arising between them under or in

connection with the Contract.

If, after Thirty (30) days from the commencement of such direct informal negotiations, the

Tendering authority and the DCO have been unable to resolve amicably a Contract dispute,

either party may require that the dispute be referred for resolution to the formal mechanism .

In the case of a dispute or difference arising between the Tendering authority and the DCO

relating to any matter arising out of or connected with this Contract, such dispute or

difference shall be referred to the Chief Secretary, Government of Rajasthan decision shall

be final and binding on the parties.

The Arbitration and Conciliation Act 1996, the rules there under and any statutory

modification or re-enactment’s thereof, shall apply to the arbitration proceedings.

The Tendering authority may terminate this contract, by giving a written notice of termination of

minimum 30 days, to the Implementation Agency, if the DCO fails to comply with any decision reached

consequent upon arbitration proceedings.

c) Legal Jurisdiction: All legal proceedings arising out of any dispute between both the parties

regarding a contract shall be settled by a competent court having jurisdiction over the place,

where agreement has been executed and by no other court, after decision of the standing

committee for settlement of disputes.


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7. SPECIAL TERMS AND CONDITIONS OF TENDER & CONTRACT

1) Payment Terms and Schedule

a) Payment schedule – Payments to the bidder, after successful completion of the target milestones

(including specified project deliverables), would be made as under: -

S.

No. Major Milestone Deliverables Payment

1. O & M for 3 years from the

work order on any date which

mutually decided

3rd Quarter payment after

ISO 27001 and ISO 2000

certification of the data

centre

Immediate Team

deployment and

Quarterly O & M

reports

Services will be paid quarterly

after making due adjustments

with SLA / Performance

Note: The quantities mentioned in the Bid are indicative/ approximate and shall only be used for the

purpose of financial bid evaluation and the Payments shall be made as per actual quantities supplied at

the site.

The successful bidder has to supply required manpower with in period of 3 months after issuing the work

order(s).

The supplier’s/ selected bidder’s request for payment shall be made to the purchaser in writing,

accompanied by invoices describing, as appropriate, the services delivered and related services

performed, and by the required documents submitted pursuant to general conditions of the contract and

upon fulfilment of all the obligations stipulated in the Contract.

b) Due payments shall be made promptly by the purchaser, generally within thirty (30) days after

submission of request for payment along with an invoice and all other requisite documents by the

supplier/ selected bidder (which will be forwarded for audit to the Third party Auditor), after receipt

of third party audit report and its acceptance by the purchaser.

c) The currency or currencies in which payments shall be made to the supplier/ selected bidder under

this Contract shall be Indian Rupees (INR) only.

d) All remittance charges will be borne by the supplier/ selected bidder.

e) In case of disputed items, the disputed amount shall be withheld and will be paid only after

settlement of the dispute.

f) Payment in case of those goods which need testing shall be made only when such tests have been

carried out, test results received conforming to the prescribed specification.

g) Any penalties/ liquidated damages, as applicable, for delay and non-performance, as mentioned in

this bidding document, will be deducted from the payments for the respective milestones.

h) Taxes, as applicable, will be deducted/ paid as per the prevalent rules and regulations.


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2) Service Level Standards/ Requirements/ Agreement

The purpose of this Service Level Agreement (hereinafter referred to as SLA) is to clearly define the

levels of service which shall be provided by the selected bidder to the tendering authority for the

duration of this contract.

The tendering authority will regularly review the performance of the services being provided by the

selected bidder and impose penalties if any deficiency is found in the services.

Three consecutive quarterly penalties (on actual) of more than 20% put together of the applicable fee

on account of any reasons may be deemed to be an event of default and termination.

It is acknowledged that service levels may change as service needs evolves over the course of the

contract. The present SLAs have been worked out on the basis of current expectations. Service levels

between the purchaser and bidder can be revised after the start of O & M phase in view of experience

gained. The experience gained during this period will be used to fine tune the SLAs, including

parameters, targets and penalties, if required. Any changes to the levels of services provided during

the project period will be requested, documented and negotiated in good faith by both parties. Either

party can request a change. Changes will be documented as an addendum to the contract.

The SLA has been logically segregated in the following categories:

1. Infrastructure service levels

2. Security Management service levels

3. Manpower availability service levels

4. Help desk service levels

A. Infrastructure Service Levels

This service level will be applicable on existing IT equipment’s and additional hardware which

would be deployed during the project period:

S.

No

Service

description Measurement parameter Target Penalty

1 2 3 4 5

1. Data Center

Uptime

calculated for

each IT

equipment

Uptime of an equipment =

{1 -[(Equipment

downtime)*(Severity factor)

/ (Total Time )]} * 100

>=99.995% NA

<99.995%

and

>=97.75%

For every 0.25%

degradation in the

uptime there will be a

penalty of 1% of

Agreed Quarterly

Payment

<97.75% For every 0.25%

degradation in the

uptime there will be a

penalty of 2% of the

Agreed Quarterly

Payment


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S.

No

Service

description Measurement parameter Target Penalty

1 2 3 4 5

2. Preventive

Maintenance

No. of days In last 15

days of the

quarter

Rs. 1,000/- per day

per equipment

subject to maximum

of Rs.3,000/- per

equipment

Equipment/Services Downtime is the time in hours that the equipment/ Services is not

available and excludes planned downtime, which are approved by the tendering authority and

the link failures that are taken from third party. The downtime shall be calculated from the

EMS or BMS, as may be applicable. In case, downtime of any equipment/ Services is not

available on EMS/BMS, it shall be calculated from the helpdesk. It is clarified that the

downtime on account of delay by the OEM in repairing / replacing equipment’s/ Services for

which warranty/maintenance contract already exists (or was taken by tendering authority)

shall not be counted subject to timely call logging for vendor management.

Severity factors of each equipment’s are defined in Annexure 1. The severity factor for to be

procured items would be communicated accordingly.

Total time is equal to total number of hours in the given quarter

Planned Downtime means any time when the equipment’s is unavailable because of

maintenance, configuration/reconfiguration or other services with the prior approval of

tendering authority. Such services may include but are not limited to restarting applications,

rebooting servers, applying patches or fixes, reconfiguring storage allocation, reloading data

and making DNS & firewall changes to close security holes.

Example: 90 days will be considered in each quarter. Thus total time in quarter is 129600

minutes and total uptime is 99.995% i.e. 129593.52 minutes. Total downtime allowed is 6.48

minutes in a quarter. For SLA calculation equipment wise downtime will be calculated and

thereafter sum of all equipment downtime shall be less than 6.48 minutes in a quarter for

non-applicability of penalty.

B. Security Management Service Levels

This service level will be applicable for security related incidents as follows:

S.

No Service description

Measurement

parameter Target Penalty

1 2 3 4 5

1. Data Centre shall be

kept free from virus

attack

Resolution time

for each virus

attack

12 – 36 hours, as may be

decided by tendering

authority, depending

upon the severity of the

attack

Rs. 10,000 /-

for delay of

every 24 hours

or it’s part

2. Datacenter shall be

kept free from denial

of service (DoS) / DDoS

attack

Number of DoS /

DDoS attacks

Zero Rs. 5,00,000 /-

per DoS / DDoS

attack


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3 There shall be no Data

theft or Loss or

compromise of any

data hosted at SDC

Number of such

incidents

Zero Rs. 5,00,000 /-

per such

incident

4 There shall be no

intrusion

Number of such

incidents

Zero Rs. 2,00,000 /-

per such

incident

Virus Attack refers to any virus infection and passing of malicious code and shall be monitored

at the gateway level or logged at the help desk system on complaint of virus infection by user.

Denial of Service Attack refers to non-availability of any services. An incident shall be analysed

and forensic evidence examined to check if the incident is due to external DoS / DDoS attack.

Intrusion refers to unauthorized access to networks, systems, services, applications or data,

protecting email gateways, firewalls, servers, desktops.

C. Manpower Availability Service Levels

DCO shall always maintain minimum manpower in each shift as specified in the work order on-site

throughout the period of the contract.

There will be 18 days leave for every manpower resource in a calendar year with due permission of

designated authority of the purchaser. The successful bidder has to ensure proper replacement during

the period of leave of the particular manpower resource.

The resources shall be deployed by the DCO to manage the data centre 24x7 and maintain the service

level requirements. Provisions of leave reserve, providing leaves and other facilities / perks shall be as

per DCO’s prevailing policies / practices which shall be taken care by DCO without any liability and/or

financial implications on the part of Purchaser.

Periodic training to concerned persons for procedures to be followed for applicable Certification shall

be provided by the DCO at no extra cost.

The team deployment plan at the site during O&M shall be prepared by DCO periodically and shall

obtain approval from designated authority of tendering authority prior to its implementation.

The manpower deployed by DCO for carrying out and providing FMS services shall necessarily be on

direct payroll of the bidder’s organization (the bidder has to provide documentary proof for the

compliances) and should not be on contract /outsourced / subcontracted in any circumstances.

DCO shall appoint as many team members during O&M phase, as deemed fit by them, keeping in view

weekly off of the manpower and leaves (Leave reserves), subject to maintain the minimum manpower

at site specified below to meet the SLA requirements. The tendering authority would not be liable to

pay any additional cost for leave reserve. DCO shall provide detailed CV of each and every manpower

resource including leave reserves being provided to tendering authority before deployment of the

resource at data center.


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The DCO shall post an on-site dedicated Sr. Project Manager/Project Manager on each site to look

after the entire operation of the Data center with his/her on-site team, with no additional

responsibility. The project manager shall coordinate with the designated officer of the tendering

authority.

DCO shall appoint as many team members, as deemed fit by them, subject to the minimum manpower

specified below to meet the SLA requirements. The tendering authority would not be liable to pay any

additional cost for this. DCO shall provide detailed CV of each of the resource being provided to

tendering authority before deployment of the resource at data center.

Manpower details given in RFP is indicative, it may be increase or decrease as per requirement of

project.

Shift timing and No. of Manpower in Shift can be changed as per project requirement with permission

of Tendering Authority.

If Sr. Project Manager will take leave, then he may transfer his responsibilities and charges to one of

the project managers during the leave.

If L-4 resource will take leave, then he may transfer his responsibilities and charges to one of the L3

resources during the leave.

BSDC Jaipur and DR Site Jodhpur, both are treated as integrated site, Entire responsibilities carried out

by DCO for the both site. The senior profiles (i.e. Sr. Project Manager and L4 Resources) shall look after

DR Site, Jodhpur from BSDC, Jaipur.

No resource shall be absent without prior permission of the designated authority. Penalty on non-

availability of any resource BSDC, Jaipur shall be as under:

Sr.

No. of absence

shifts per role in

a quarter

Applicable Penalty / Actions

1 2 3

1. > 0 but <= 20 No. of absence shifts x Amount defined in the column “8” of above

mentioned table (Minimum Manpower Resources) for given role in a

quarter

2. > 10 but <=50 No. of absence shifts x 2 x Amount defined in the column “8” of above


quarter

3. > 50 No. of absence shifts x 4 x Amount defined in the column “8” of above


quarter + Issue of letter of warning and subsequent actions as per terms

and conditions of RFP

No resource shall be absent without prior permission of the designated authority. Penalty on non-

availability of any resource DR Site, Jodhpur shall be as under:


Page 83 of 128

Sr.

No. of absence

shifts per role in

a quarter

Applicable Penalty / Actions

1 2 3

1. > 0 but <= 10 No. of absence shifts x Amount defined in the column “8” of above


quarter

2. > 10 but <=30 No. of absence shifts x 2 x Amount defined in the column “8” of above


quarter

3. > 30 No. of absence shifts x 4 x Amount defined in the column “8” of above


quarter + Issue of letter of warning and subsequent actions as per terms

and conditions of RFP

An absence of more than half an hour from the work place, without having permission of Tendering

Authority of the Data Centre shall be considered as absent for the shift.

Manpower Change

The replacement of resources by the bidder after deployment will be allowed (without penalty) only in

case, the resource leaves the bidders’ organization by submitting resignation with the present

employer / Death / due to poor health condition of self / parents / wife / children (supported by

certificate issued by a Doctor) etc. In case of failure to meet the standards of the purchaser,

(which includes efficiency, cooperation, discipline and performance) bidder may be asked to replace

the resource without any penalty for replacement/exit.

The penalty per resource would be imposed in case of exit/replacement of resource from the project

as per the details given below

Sr. Resource Type Applicable Penalty when resource is leaving

Within 1 year of DOJ After 1 year of DOJ

1 Any Manpower

resources

deployed at the

site

10 times of the penalty mentioned

in column “8” of above mentioned

table “Minimum Manpower

Resources”

5 times of the penalty mentioned

in column “8” of above mentioned

table “Minimum Manpower

Resources”

D. Help Desk Service Levels

The service level standards under this sub section pertain to all services which

(i) do not impact the uptime of the equipments mentioned in sub section A above and

(ii) are not related to security related services mentioned in sub section B above.

Thus, if services are not available because of a virus attack or because equipment is down, penalties

under this sub section shall not be applicable. However, penalties may be attracted both under sub

section A and sub section B if any of the service mentioned in these subsection are hampered because

of shortage or unavailability of manpower. It is further clarified that in some cases breakdown of

equipment may generate a service request for restoring services on another equipment and non-

compliance of service level for the generated service request may lead to penalties under sub section 1


Page 84 of 128

and this sub-section.

S.

No Service description Measurement parameter Target Penalty

1 2 3 4 5

1. Various service related to

comprehensive onsite

maintenance and FMS

promptly

Resolution time measured

as the time taken by the

DCO to troubleshoot and

fix the problem.

Call will be treated as

logged immediately after

any incident/ problem

occurs/ request made.

1 hour for

incident of

severity

level 1;

1% of the Agreed

Quarterly Payment

for every 30 mins

(or its part) delay.

4 hours for

incident of

severity

level 2;

0.5% of the Agreed

Quarterly Payment

for every 60 mins

(or its part) delay.

8 hours for

incident of

severity

level 3;

0.25% of the

Agreed Quarterly

Payment for every

120 mins (or its

part) delay.

It is clarified that the downtime on account of delay by the OEM/maintenance service provider

(other than DCO) in repairing / replacing equipment’s for which either

warranty/comprehensive maintenance has not been asked for from the DCO or for which

warranty already exists (or was taken by tendering authority) shall not be counted.

Severity levels for some of the services are given as below. Tendering authority reserves the

right to define severity levels of services not mentioned below.

a. Severity Level-1 : Denial of services /Standard compliance causing outage that impacts

more than one user department or application services shall come under severity level 1,

however denial of services impacting critical applications or users like Hon’ble CM, the

Ministers, Secretaries and other senior officials then the incident will also come under

Severity level 1.

The indicative list of such incidents/ request is as given below:

Virtualization system software failure

OS failure of machine hosting multiple applications

Active directory failure

Any problems related to router, switch, SAN and security components to

virtualizations

Managing the performance of the database

WAN/LAN Links down

Failure of proper backup schedule

Issues related to storage solution

Chassis down

Defacing of website

Data compromised

Vendor Management


Page 85 of 128

b. Severity Level-2: Denial of services/ Standard compliance causing unavailability of single

application will come under severity level 2. Apart from this Spamming, Network latency

will also come under severity level 2.


Cluster breakdown in DBMS

Cluster related problem in application

Restore and recover data as requested

Tuning server performance

Changing group memberships for domain computer

Performing Backups

Creating administrative scripts for server/users

Deploying and upgrading software

Managing applications on servers

Security-related events

RCA of any incident or problem

Troubleshooting any reported problems.

Configure, Add, Delete File Systems. Knowledge of Volume management tools like

Veritas, LVM.

Upload, change contents on ftp sites as per user request

Installing and upgrading the database server and application tools

Allocating system storage

Modifying the database structure, as necessary, from information given by

application developers

Backup database information

Tasks related to archived data

Web administration

The deployment and instrumentation of web applications

The monitoring, error isolation, escalation, and repair of problems

Configuring load-balancing and working with networks to improve the reliability

and reduce the latency of the system.

Measuring the impact of changes to content, applications, networks, and

infrastructure

LAN connectivity as per requirements for server/workstations

IPS/IDS Policy updating as per new kind of intrusion detection

Configuration related task for Firewall

Installation , configuration & rollout of new Network and security devices

Resolve any storage shortages

Alert and resolve any performance issues and notify end-users

Work related to storage requirements

Monitor current storage environment

Determine allocation of different storage types

Perform any host-level tasks need to access new storage

Deadlock problem on DBMS


Page 86 of 128

Index management in DBMS

Restoring backup in production

Power failure on one PDU

Power usage above threshold

Disk space management

Authorization failure trap

Website down

Website unreachable

Security of SDC premise

c. Severity Level-3: Denial of services/ standard Compliance causing unavailability of services for

individual will come under this severity level. Apart from this performance issues causing slow

services for application should come under severity level 3. Services which do not impact user

but are desirable will also come under severity level 3.


OS deployment

Web hosting

Patch installation

Acting on incidents which crosses threshold (TMP/Storage space)

H/W up gradation

Antivirus updates

Data archival, Data restoration

Planned Maintenance activities

User Management

Backup policy

Microcode upgrades

Monitoring SAN fabric / Storage / Backup events & respond to events crossing

threshold limits

Adding new device to Fabric

Preliminary maintenance of datacenter equipments

Passive cable component connecting the above equipments etc.

Minor repairs of Physical Infrastructure components like breakage of tiles etc

Cleaning of SDC premises.

Failure of Help Desk Services

Hosting applications on servers

Adding server in domain

Installing and configuring new hardware and software.

Changing group memberships for domain user

Creating logon scripts

Reporting server performance

Assigning remote login permissions

Applying operating system updates, patches, and configuration changes.

Adding, removing, or updating user account information, resetting passwords,etc.

Answering technical queries and assisting users.


Page 87 of 128

Management agent lost

Documenting the configuration of the system.

System performance tuning.

Creating new ftp account and urls on ftp

Change password for ftp users

Change ftp permissions

User addition

Modify user access to the database

Generating various reports by querying from database as per need.

Regulation and management of access rights of different users of a website

The appearance and setting up website navigation

Content placement

Performing performance management, availability reporting, and other

administration

Signature update on IPS/IDS

Update the inventory detail & documentation

Update of Network connectivity and layouts

IOS up gradation

Work with existing programmers, DBAs to optimize storage

Facilitate off-site storage of tape

Availability, Reporting on status ,Capacity planning of storages

reporting storage growth

High CPU or memory utilization

Procedure creation on DBMS

Table management in DBMS

Sequence management in DBMS

Page management for OS

Uploading pages on web

Providing backup

Restoring backup in testing or staging

User, account and group management

Form or page updation on webs

Access card related issue

AC servicing

IP management

Application migration

AC power failure

BMS device servicing

Warning alarms

SYSLOG event occurred

Penalty Capping:


Page 88 of 128

Total penalties except those defined in (C): “Manpower availability service levels” shall not be higher than

20% of Agreed Quarterly Payment for respective quarter whereas total penalty including penalties towards

“Manpower availability service levels” shall not be higher that the Agreed Quarterly Payment for

respective quarter.

Severity Factors

List of IT Items:

S. No. IT equipment Severity Factor

1. Core Switch 8

2. Core Router 8

3. Firewall 8

4. IPS/IDS 8

5. SAN Switch 8

6. SAN 8

7. Access Control System 6

8. Servers 4

9. Switch 4

10. KVM Switch 2

Service Management – Ticketing System for IT Infrastructure:

Generic:

The proposed solution shall provide a web based service support system to automate incident,

problem, change, knowledge management, interactive support.

The proposed solution should have achieved Pink VERIFY 2011 certification on all 15 available ITIL

processes (a documentary proof of the same should be provided at the time of bidding).

The proposed solution shall support request management, problem management, configuration

management and change order management.

The proposed solution shall provide an identity management system that allows user/role

management and integration with authentication systems such as LDAP/AD.

The proposed solution shall provide ready content for foundation processes, procedures and work

instructions for Request, Incident, Knowledge, Problem, Change and Configuration Management.

The proposed solution shall support multi-tenancy to enable different tenants

(departments/customers) to use the same physical instance of the service desk.

The proposed solution shall provide a distributed and scalable architecture that caters to growth

in number of analysts, end-users and call volumes.

Incident/Problem Management:

The proposed solution shall provide end-users the flexibility of logging, viewing, updating and

closing service requests and incidents using a web-based interface.

The proposed solution shall provide administrators (service desk analysts) the ability to use a fully-

functional web-interface and should provide power-user tips for frequently used functions.

The proposed helpdesk solution must have the ability to track work history of calls to facilitate

troubleshooting.

The proposed solution shall provide the facility to register incidents via e-mail.


Page 89 of 128

The proposed solution shall provide appropriate standards based integration mechanisms (such as

CLI/Web-services) that allow infrastructure management solutions to automatically register

incidents.

The proposed solution shall provide classification to differentiate the incident via multiple

levels/tiers of categorization, priority levels, severity levels and impact levels.

The proposed solution shall provide the ability to associate each incident with multiple activity

logs entries via manual update or automated updates from other security or infrastructure

management tools.

The proposed solution shall provide the flexibility of automated incident assignment based on

metrics such as analyst workload, category and location.

The proposed solution shall support definitions of escalation policies for multiple escalation levels

and notification to different personnel via window GUI/console with no or minimum

programming.

The proposed solution shall provide the flexibility of associating the escalation policy with

different criteria like device/asset/system, category of incident, priority level, organization and

contact.

The proposed solution shall provide status of registered calls to end-users over email and through

web.

The proposed solution shall support tracking of SLA (service level agreements) for call

requests/Incidents within the service desk through service types (that define response/resolution

time)

The proposed solution shall provide Problem Management module for recording problems,

workarounds and solutions. Must be able to relate and link problems to specific incidents.

The proposed solution shall provide the ability to define SLAs for or based on Categories/Request

Areas, CI’s, Organizations, Priority and Contacts.

The proposed solution shall provide bi-directional integration with the proposed infrastructure

management solution (ex: An event/alarm in the infrastructure management solution shall

automatically create an incident in the service desk and the incident number shall be displayed

against the alarm in the event console. If the alarm is cleared, the incident shall be closed

automatically)

Knowledge Management:

The proposed solution shall provide a web-based knowledge base that assists in finding,

organizing, and publishing knowledge articles that aid in self-service & faster turn-around time.

The proposed solution shall allow analysts to create knowledge articles based on resolved

incidents/problems and shall also allow end-users to submit knowledge for consideration (after

appropriate approvals).

Knowledge Management should provide service desk personnel with speedy and accurate

resolutions to their problems, either from a browser or directly from any Ticket screen. It should

be capable of using the problem description automatically for knowledge-based

searches/suggestions.

The proposed solution shall allow expert analysts to build knowledge trees that guide the user

through a series of questions and potential answers until they reach a resolution. This functionality

shall be achieved without the need for specialized scripting or programming skills and should only

involve an analyst working with a subject expert to create a tree design.


Page 90 of 128

Change and configuration Management:

The proposed solution shall provide a fully functional CMDB (Configuration Management

Database) as an integral part of the service desk and should be accessible from the same interface.

The proposed solution shall support manual and automated application configuration discovery

and dependency mapping for target CIs (ex. Servers, UPS, etc.) and enrich the CMDB with this

information.

The proposed solution shall allow the IT team & Change Advisory Board to visualize CI relationships

with a specified number of relationships on single window.

The proposed solution shall provide a Change Order Schedule calendar to track scheduled changes

The proposed solution shall support version control for defined Configuration Items.

Should support Change Impact and change collision detection based on affected CIs from CMDB.

The proposed solution shall provide multiple CI families, classes and relationships out-of-box to

reduce implementation time.

The proposed solution shall provide a non-linear workflow with decision based branching and the

ability to perform parallel processing. The workflow system must also have a graphical workflow

designer with drag & drop feature for workflow creation and updates.

Reporting:

The proposed solution shall provide commonly used standard out of the box Reports.

The proposed solution shall provide a web-based report authoring solution that provides role-

based access to existing report content, creation of new reports and ad-hoc/scheduled reporting.

The proposed solution shall provide an out-of-box reporting dashboard that indicates analytics

about daily service support operations.


Page 91 of 128

ANNEXURE-1: PRE-BID QUERIES FORMAT

{To be submitted by the bidder only on his Letter Head duly signed by Auth. Sign.}

Name of the Company/Firm:

Bidding Document Fee Receipt No. ___________ Dated___________ for Rs. _____________/-

Name of Person(s) Representing the Company/ Firm:

Name of Person Designation Email-ID(s) Tel. Nos. & Fax Nos.

Company/Firm Contacts:

Contact Person(s) Address for

Correspondence

Email-ID(s) Tel. Nos. & Fax Nos.

Query / Clarification Sought (MS Excel Sheet Format):

S.No. RFP Page

No.

RFP Chapter

No.

RFP Clause

No.

Clause Details as

per RFP

Query/ Suggestion/

Clarification

Note: - Queries must be strictly submitted in the prescribed format of both Excel (.XLS/ .XLSX/ .ODF) and

PDF only with duly seal and sign on each page. Also submit in hard copies with seal and sign. Queries not

submitted in the prescribed format will not be considered/ responded at all by the procuring entity. Also,

kindly attach the coloured scanned copy of the receipt towards the submission of the bidding/ tender

document fee Also, the bidders having purchased the tender/ RFP document will only be responded to i.e.

their pre-bid queries will be entertained and responded. Also, the softcopy of the queries (only in MS-Excel

Sheet format) should also be submitted through e-mail.


Page 92 of 128

ANNEXURE-2: TENDER FORM


1) Addressed to:

Name of the Tendering

Authority

Managing Director, RajComp Info Services Ltd.

Address 1st Floor, Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur (Rajasthan) -

302005

Telephone 0141-5103902

Tele Fax 0141-2224855

Email [email protected]

(please mention the NIB no. in the subject)

2) Firm Details:

Name of Firm

Name of CMD of the firm with email id,

contact number

Name of Authorized Contact Person with

Designation

Registered Office Address

Address of the Firm

Year of Establishment

Type of Firm

Put Tick( ) mark

Public

Limited

Private

Limited

Partnership Proprietary

Telephone Number(s)

GST Number

PAN Card Number

Email Address

Website

Fax No.

Mobile Number

Area of Specialization

3) The requisite tender fee amounting to Rs. ________/- (Rupees <in words>) has been deposited vide

DD/BC/receipt no. _______ dated ___________.

4) The requisite RISL processing fee amounting to Rs. ________/- (Rupees <in words>) has been

deposited vide DD/BC/receipt no. _______ dated ___________.

5) The requisite EMD amounting to Rs. ________/- (Rupees <in words>) has been deposited vide Banker’s

Cheque/ DD No. ___________ dated ___________.

6) We agree to abide by all the terms and conditions mentioned in this form issued by the Empanelment

Authority and also the further conditions of the said notice given in the attached sheets (all the pages


Page 93 of 128

of which have been signed by us in token of acceptance of the terms mentioned therein along with

stamp of the firm).

Date:

Name & Seal of the firm: ________________________

Authorized Signatory: ___________________________


Page 94 of 128

ANNEXURE-3: TECHNICAL BID COVERING LETTER


To,

The Managing Director,

RajCOMP Info Services Limited (RISL),

First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur-302005 (Raj).

Ref: Request for Proposal (RFP) Notification dated............... No..........

Dear Sir,

1. I/We, the undersigned bidder, Having read & examined in detail, the Bid Document, the receipt of

which is hereby duly acknowledged, I/ we, the undersigned, offer to supply/ work as mentioned in the

Scope of the work, Technical specifications, Service Level Standards & in conformity with the said

bidding document for the same.

2. I/ We hereby declare that our bid is made in good faith, without collusion or fraud and the information

contained in the bid is true and correct to the best of our knowledge and belief.

3. I/ we hereby submit our token of acceptance to all the tender terms & conditions without any

deviations. Hence, we are hereby submitting our Bid and offer to provide services to Purchaser for

carrying out the project in accordance with your RFP.

4. Until a formal contract is prepared and executed, this bid, together with your written acceptance

thereof and your notification of award shall constitute a binding Contract between us.

5. I/We agree to abide by this RFP for a period of 90 days from the closing date fixed for submission of bid

as stipulated in the RFP document.

6. I/We undertake that, in competing for (and, if the award is made to us, in executing) the above

contract, we will strictly observe the laws against fraud and corruption in force in India namely

“Prevention of Corruption Act, 1988”.

7. I/ We undertake, for timely establishment of a local office in Jaipur (if the award is made to us) and

within 3 months from the date of issue of LOI.

Or (strike out whichever is not applicable)

We have an existing office at Jaipur at the following address:

.......................................................................................................................

8. I/We understand that the Purchaser is not bound to accept any bid received in response to this RFP.

9. In case we are engaged by the Purchaser, we shall provide any assistance/cooperation required by

Purchaser, appointed auditing agencies (if any), state government officials and Other Stakeholders of


Page 95 of 128

the project for performing their duties with respect to this project. We understand that our non-

cooperation for the same shall be grounds for termination of service.

Thanking you,

Name of the Bidder: -

Authorised Signatory: -

Seal of the Organization: -

Date: Place:


Page 96 of 128

ANNEXURE-4: BIDDER’S AUTHORIZATION CERTIFICATE


To,




I/ We {Name/ Designation} hereby declare/ certify that {Name/ Designation} is hereby authorized to sign

relevant documents on behalf of the company/ firm in dealing with NIB reference No.

______________________ dated _________. He/ She is also authorized to attend meetings & submit

technical & commercial information/ clarifications as may be required by you in the course of processing

the Bid. For the purpose of validation, his/ her verified signatures are as under.

Thanking you,

Name of the Bidder: - Verified Signature:



Date:

Place:


Page 97 of 128

ANNEXURE-5: SELF-DECLARATION


To,




In response to the NIB Ref. No. _____________________________ dated ___________ for {Project Title},

as an Owner/ Partner/ Director/ Auth. Sign. of ____________________________________, I/ We hereby

declare that presently our Company/ firm _________________, at the time of bidding,: -

a) possess the necessary professional, technical, financial and managerial resources and

competence required by the Bidding Document issued by the Procuring Entity;

b) have fulfilled my/ our obligation to pay such of the taxes payable to the Union and the State

Government or any local authority as specified in the Bidding Document;

c) is having unblemished record and is not declared ineligible for corrupt & fraudulent practices

either indefinitely or for a particular period of time by any State/ Central government/ PSU/ UT.

d) does not have any previous transgressions with any entity in India or any other country during

the last three years

e) does not have any debarment by any other procuring entity

f) is not insolvent in receivership, bankrupt or being wound up, not have its affairs administered by

a court or a judicial officer, not have its business activities suspended and is not the subject of

legal proceedings for any of the foregoing reasons;

g) does not have, and our directors and officers not have been convicted of any criminal offence

related to their professional conduct or the making of false statements or misrepresentations as

to their qualifications to enter into a procurement contract within a period of three years

preceding the commencement of the procurement process, or not have been otherwise

disqualified pursuant to debarment proceedings;

h) does not have a conflict of interest as mentioned in the bidding document which materially

affects the fair competition.

i) will comply with the code of integrity as specified in the bidding document.

If this declaration is found to be incorrect then without prejudice to any other action that may be taken as

per the provisions of the applicable Act and Rules thereto prescribed by GoR, my/ our security may be

forfeited in full and our bid, to the extent accepted, may be cancelled.

Thanking you,




Date:

Place:


Page 98 of 128

ANNEXURE-6: CERTIFICATE OF CONFORMITY/ NO DEVIATION


To,




CERTIFICATE

This is to certify that, the specifications of the required services in the RFP which I/ We have mentioned in

the Technical bid, and which I/ We shall supply if I/ We am/ are awarded with the work, are in conformity

with the minimum specifications of the bidding document and that there are no deviations of any kind

from the requirement specifications.

Also, I/ we have thoroughly read the bidding document and by signing this certificate, we hereby submit

our token of unconditional acceptance to all the terms & conditions of the bidding document without any

deviations.

I/ We also certify that the price I/ we have quoted is inclusive of all the cost factors involved in the end-to-

end implementation and execution of the project, to meet the desired Standards set out in the bidding

Document.

Thanking you,




Date:

Place:


Page 99 of 128

ANNEXURE-7: DECLARATION BY BIDDER


I/ We declare that I am/we are bonafide service supplier of the required technically skilled

professionals/services for Data Centre maintenance and operations as per the industry standards, having

adequate number of professionals of all the required categories to supply, and also having past history of

these kind of services for which I/ We have quoted. I/We have strong technically skilled and experience

professionals at back office to support to be deployed professionals at the sites.

If this declaration is found to be incorrect then without prejudice to any other action that may be taken,

my/ our security may be forfeited in full and the bid, if any, to the extent accepted may be cancelled.




Date:

Place:


Page 100 of 128

ANNEXURE-8: UNDERTAKING ON AUTHENTICITY OF THE SERVICES

{to be filled by the bidder (On Rs. 100/- Non-judicial stamp paper)}

To,




Reference: NIB No. :___________________________________ Dated:__________

This has reference to the items being supplied/ quoted to you vide bid ref. no. ___________ dated

___________.

We hereby undertake that all the supplied manpower genuine/ authentic, having desired qualification and

experience, having good conduct, not having any criminal record, not debarred from IT services in the

country. We have verified at our own end the genuineness/ authenticity, required qualification,

experience and conduct of the supplied manpower.

In case, we are found not complying with above at the time of delivery of services or during course of

rendering the services, for the manpower already supplied, we agree to own the responsibility for the

same and take back the manpower already supplied and return any amount paid to us by you in this

regard and that you will have the right to forfeit our Bid Security/ SD/ PSD for this bid or debar/ black list

us or take suitable action against us.

Authorized Signatory

Name:

Designation:


Page 101 of 128

ANNEXURE-9: FINANCIAL BID COVER LETTER & FORMAT COVER LETTER


COVER LETTER

To,




Reference: NIB No. : ___________________________________ Dated: __________

Dear Sir,

We, the undersigned bidder, Having read & examined in detail, the Bidding Document, the receipt of

which is hereby duly acknowledged, I/ we, the undersigned, offer to supply/ work as mentioned in the

Scope of the work, Bill of Material, Technical specifications, Service Level Standards & in conformity with

the said bidding document for the same.

I / We undertake that the prices are in conformity with the specifications prescribed. The quote/ price are

inclusive of all cost likely to be incurred for executing this work. The prices are inclusive of all type of govt.

taxes/duties as mentioned in the financial bid (BoQ).

I / We undertake, if our bid is accepted, to deliver the goods in accordance with the delivery schedule

specified in the schedule of Requirements.

I/ We hereby declare that in case the contract is awarded to us, we shall submit the contract performance

guarantee as prescribed in the bidding document.

I / We agree to abide by this bid for a period of _____ days after the last date fixed for bid submission and

it shall remain binding upon us and may be accepted at any time before the expiry of that period.

Until a formal contract is prepared and executed, this bid, together with your written acceptance thereof

and your notification of award shall constitute a binding Contract between us.

I/ We hereby declare that our bid is made in good faith, without collusion or fraud and the information

contained in the bid is true and correct to the best of our knowledge and belief.

We understand that you are not bound to accept the lowest or any bid you may receive.

We agree to all the terms & conditions as mentioned in the bidding document and submit that we have

not submitted any deviations in this regard.

Date:

Authorized Signatory

Name:

Designation:


Page 102 of 128

Financial Bid Format

{to be submitted by the bidder only in BoQ format (.XLS) available at e-Procurement portal}

Note: This is an Financial bid format of BoQ. The BoQ available at e-procurement portal shall be considered as final.

BOQ-1: BSDC 1st Year

Sl.No. Item Description (BSDC 1st Year)

Quantity Units Required For

Months Unit Price Per

Resource

GST Per Resource In

Rs. P

Unit Rate With GST in

RS

TOTAL AMOUNT In

Figure

TOTAL AMOUNT In

Words

1 2 3 4 5 6 7 8=6+7 9=3x5x8 10=9

1 Sr. Project Manager 1 Per Month 12

2 Project Manager 4 Per Month 12

3 Quality Manager 1 Per Month 12

4 Cloud Specialist L4 1 Per Month 12



1 Per Month 12


4 Per Month 12


6 Per Month 12


1 Per Month 12


4 Per Month 12


6 Per Month 12


4 Per Month 12

13 Network Specialist – L4 1 Per Month 12



Page 103 of 128




Resource

GST Per Resource In

Rs. P


RS

TOTAL AMOUNT In

Figure

TOTAL AMOUNT In

Words

1 2 3 4 5 6 7 8=6+7 9=3x5x8 10=9



1 Per Month 12


4 Per Month 12


1 Per Month 12


4 Per Month 12


6 Per Month 12


1 Per Month 12


4 Per Month 12


6 Per Month 12

24 WebSphere Administrator - L3

4 Per Month 12

25 EMS Engineer - L3 1 Per Month 12


27 Storage Engineer – L4 1 Per Month 12


29 Storage Engineer - L2 6 Per Month 12


1 Per Month 12


6 Per Month 12


Page 104 of 128




Resource

GST Per Resource In

Rs. P


RS

TOTAL AMOUNT In

Figure

TOTAL AMOUNT In

Words

1 2 3 4 5 6 7 8=6+7 9=3x5x8 10=9

32 HelpDesk Support Staff 6 Per Month 12

33 Network Cable Technicians 5 Per Month 12

34 Office Assistance 18 Per Month 12

TOTAL 133


Page 105 of 128

BOQ-2: BSDC 2nd Year

Sl.No. Item Description (BSDC 2nd Year)



Resource

GST Per Resource In

Rs. P


RS

TOTAL AMOUNT In

Figure

TOTAL AMOUNT In

Words

1 2 3 4 5 6 7 8=6+7 9=3x5x8 10=9







1 Per Month 12


5 Per Month 12


8 Per Month 12


1 Per Month 12


5 Per Month 12


8 Per Month 12


5 Per Month 12





1 Per Month 12


5 Per Month 12


Page 106 of 128

Sl.No. Item Description (BSDC 2nd Year)



Resource

GST Per Resource In

Rs. P


RS

TOTAL AMOUNT In

Figure

TOTAL AMOUNT In

Words

1 2 3 4 5 6 7 8=6+7 9=3x5x8 10=9


1 Per Month 12


5 Per Month 12


8 Per Month 12


1 Per Month 12


5 Per Month 12


8 Per Month 12


5 Per Month 12







1 Per Month 12


8 Per Month 12




TOTAL 165


Page 107 of 128

BOQ-3: BSDC 3rd Year

Sl.No. Item Description (BSDC 3rd Year)



Resource

GST Per Resource In

Rs. P


RS

TOTAL AMOUNT In

Figure

TOTAL AMOUNT In

Words

1 2 3 4 5 6 7 8=6+7 9=3x5x8 10=9







1 Per Month 12


6 Per Month 12


10 Per Month 12


1 Per Month 12


6 Per Month 12


10 Per Month 12


6 Per Month 12





1 Per Month 12


6 Per Month 12


Page 108 of 128

Sl.No. Item Description (BSDC 3rd Year)



Resource

GST Per Resource In

Rs. P


RS

TOTAL AMOUNT In

Figure

TOTAL AMOUNT In

Words

1 2 3 4 5 6 7 8=6+7 9=3x5x8 10=9


1 Per Month 12


6 Per Month 12


10 Per Month 12


1 Per Month 12


6 Per Month 12


10 Per Month 12


6 Per Month 12







1 Per Month 12


10 Per Month 12




TOTAL 197


Page 109 of 128

BOQ-4: DR 1st Year

Sl.No. Item Description

(DR 1st Year) Quantity Units

Required For Months

Unit Price Per Resource

GST Per Resource In

Rs. P


RS

TOTAL AMOUNT In

Figure

TOTAL AMOUNT In

Words

1 2 3 4 5 6 7 8=6+7 9=3x5x8 10=9




1 Per Month 12


4 Per Month 12


1 Per Month 12


4 Per Month 12


3 Per Month 12


2 Per Month 12


10 System Specialist– L3 2 Per Month 12

11 System Specialist – L2 4 Per Month 12




4 Per Month 12



1 Per Month 12


TOTAL 54


Page 110 of 128

BOQ-5: DR 2nd Year


(DR 2nd Year) Quantity Units

Required For Months


GST Per Resource In

Rs. P


RS

TOTAL AMOUNT In

Figure

TOTAL AMOUNT In

Words

1 2 3 4 5 6 7 8=6+7 9=3x5x8 10=9




1 Per Month 12


4 Per Month 12


1 Per Month 12


4 Per Month 12


3 Per Month 12


2 Per Month 12







4 Per Month 12



1 Per Month 12


TOTAL 54


Page 111 of 128

BOQ-6: DR 3rd Year


(DR 3rd Year) Quantity Units

Required For Months


GST Per Resource In

Rs. P


RS

TOTAL AMOUNT In

Figure

TOTAL AMOUNT In

Words

1 2 3 4 5 6 7 8=6+7 9=3x5x8 10=9




1 Per Month 12


4 Per Month 12


1 Per Month 12


4 Per Month 12


3 Per Month 12


2 Per Month 12







4 Per Month 12



1 Per Month 12


TOTAL 54


Page 112 of 128

ANNEXURE-10: BANK GUARANTEE FORMAT

{To be submitted by the bidder’s bank} BANK GUARANTEE FORMAT – BID SECURITY (To be stamped in accordance with Stamp Act and to be issued by a Nationalised/ Scheduled bank having its branch at Jaipur and payable at par at Jaipur, Rajasthan)

To, The Managing Director, RajCOMP Info Services Limited (RISL), First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur-302005 (Raj). Sir, 1. In accordance with your Notice Inviting Bid for <please specify the project title> vide NIB reference no.

<please specify> M/s. …………………………….. (Name & full address of the firm) (Hereinafter called the “Bidder”) hereby submits the Bank Guarantee to participate in the said procurement/ bidding process as mentioned in the bidding document. It is a condition in the bidding documents that the Bidder has to deposit Bid Security amounting to <Rs. ______________ (Rupees <in words>)> in respect to the NIB Ref. No. _______________ dated _________ issued by RISL, First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur, Rajasthan (hereinafter referred to as “RISL”) by a Bank Guarantee from a Nationalised Bank/ Scheduled Commercial Bank having its branch at Jaipur irrevocable and operative till the bid validity date (i.e. <please specify> days from the date of submission of bid). It may be extended if required in concurrence with the bid validity. And whereas the Bidder desires to furnish a Bank Guarantee for a sum of <Rs. ______________ (Rupees <in words>)> to the RISL as earnest money deposit.

2. Now, therefore, we the ……………………………….…… (Bank), a body corporate constituted under the Banking Companies (Acquisition and Transfer of Undertaking) Act. 1969 (delete, if not applicable) and branch Office at…………………... (Hereinafter referred to as the Guarantor) do hereby undertake and agree to pay forthwith on demand in writing by the RISL of the said guaranteed amount without any demur, reservation or recourse.

3. We, the aforesaid bank, further agree that the RISL shall be the sole judge of and as to whether the Bidder has committed any breach or breaches of any of the terms costs, charges and expenses caused to or suffered by or that may be caused to or suffered by the RISL on account thereof to the extent of the Earnest Money required to be deposited by the Bidder in respect of the said bidding document and the decision of the RISL that the Bidder has committed such breach or breaches and as to the amount or amounts of loss, damage, costs, charges and expenses caused to or suffered by or that may be caused to or suffered by the RISL shall be final and binding on us.

4. We, the said Bank further agree that the Guarantee herein contained shall remain in full force and effect until it is released by the RISL and it is further declared that it shall not be necessary for the RISL to proceed against the Bidder before proceeding against the Bank and the Guarantee herein contained shall be invoked against the Bank, notwithstanding any security which the RISL may have obtained or shall be obtained from the Bidder at any time when proceedings are taken against the Bank for whatever amount that may be outstanding or unrealized under the Guarantee.


Page 113 of 128

5. Any notice by way of demand or otherwise hereunder may be sent by special courier, telex, fax,

registered post or other electronic media to our address, as aforesaid and if sent by post, it shall be deemed to have been given to us after the expiry of 48 hours when the same has been posted.

6. If it is necessary to extend this guarantee on account of any reason whatsoever, we undertake to

extend the period of this guarantee on the request of our constituent under intimation to you.

7. The right of the RISL to recover the said amount of <Rs. ______________ (Rupees <in words>)> from us in manner aforesaid will not be precluded/ affected, even if, disputes have been raised by the said M/s. ……….………………(Bidder) and/ or dispute or disputes are pending before any court, authority, officer, tribunal, arbitrator(s) etc..

8. Notwithstanding anything stated above, our liability under this guarantee shall be restricted to <Rs.

______________ (Rupees <in words>)> and our guarantee shall remain in force till bid validity period i.e. <please specify> days from the last date of bid submission and unless a demand or claim under the guarantee is made on us in writing within three months after the Bid validity date, all your rights under the guarantee shall be forfeited and we shall be relieved and discharged from all liability thereunder.

9. This guarantee shall be governed by and construed in accordance with the Indian Laws and we hereby

submit to the exclusive jurisdiction of courts of Justice in India for the purpose of any suit or action or other proceedings arising out of this guarantee or the subject matter hereof brought by you may not be enforced in or by such count.

10. We hereby confirm that we have the power/s to issue this Guarantee in your favor under the

Memorandum and Articles of Association/ Constitution of our bank and the undersigned is/are the recipient of authority by express delegation of power/s and has/have full power/s to execute this guarantee under the Power of Attorney issued by the bank in your favour.

Date ………………… (Signature) ………………………………………. Place ………………… (Printed Name) …………………………………. (Designation) …………………………………… (Bank’s common seal) …………………………. In presence of: WTTNESS (with full name, designation, address & official seal, if any) (1) ……………………………………… ……………………………………… (2) ……………………………………… ……………………………………… Bank Details Name & address of Bank: Name of contact person of Bank: Contact telephone number: GUIDELINES FOR SUBMISSION OF BANK GUARANTEE The Bank Guarantee shall fulfil the following conditions in the absence of which they cannot be considered valid: -


Page 114 of 128

1. Bank Guarantee shall be executed on non- judicial stamp paper of applicable value purchased in the name of the bank.

2. Two persons should sign as witnesses mentioning their full name, designation, address and office seal (if any).

3. The Executor (Bank Authorities) may mention the power of attorney No. and date of execution in his/ her favour authorizing him/ her to sign the document. The Power of Attorney to be witnessed by two persons mentioning their full name and address.

4. The Bank Guarantee should be executed by a Nationalised Bank/ Scheduled Commercial Bank only. 5. Non – Judicial stamp paper shall be used within 6 months from the date of Purchase of the same. Bank

Guarantee executed on the non-judicial stamp paper after 6 (six) months of the purchase of such stamp paper shall be treated as non-valid.

6. The contents of Bank Guarantee shall be strictly as per format prescribed by RISL 7. Each page of Bank Guarantee shall bear signature and seal of the Bank and B.G. number. 8. All corrections, deletions etc. in the Bank Guarantee should be authenticated by signature of Bank

Officials signing the Bank Guarantee. 9. Bank should separately send through registered post/courier a certified copy of Bank Guarantee,

mentioning Bid reference, Bid title and bidder name, directly to the Purchaser at the following address:

BANK GUARANTEE FORMAT – PERFORMANCE SECURITY (PBG) (To be stamped in accordance with Stamp Act and on a Stamp Paper purchased from Rajasthan State only and to be issued by a Nationalised/ Scheduled bank having its branch at Jaipur and payable at par at Jaipur, Rajasthan) To, The Managing Director, RajCOMP Info Services Limited (RISL), First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur-302005 (Raj).

1. In consideration of the RajCOMP Info Services Limited (hereinafter called "RISL") having agreed to exempt M/s ..........................(hereinafter called "the said Contractor(s)" from the demand, under the terms and conditions of an Agreement No..................................dated .....................made between the RISL through …………………… and .......................(Contractor) for the work .................(hereinafter called "the said Agreement") of Security Deposit for the due fulfilment by the said Contractor (s) of the terms and conditions contained in the said Agreement, on production of a Bank Guarantee for Rs...................(rupees ........................................only), we ...................(indicate the name of the Bank), (hereinafter referred to as "the Bank") at the request of ..................Contractor(s) do hereby undertake to pay to the RISL an amount not exceeding Rs...................(Rupees..................................only) on demand.

2. We................. (Indicate the name of Bank), do hereby undertake to pay Rs....................

(Rupees............................only), the amounts due and payable under this guarantee without any demur or delay, merely on a demand from the RISL. Any such demand made on the bank by the RISL shall be conclusive as regards the amount due and payable by the Bank under this guarantee. The Bank Guarantee shall be completely at the disposal of the RISL and We....................... (Indicate the name of Bank), bound ourselves with all directions given by RISL regarding this Bank Guarantee. However, our liability under this guarantee shall be restricted to an amount not exceeding Rs...................... (Rupees....................only).

3. We.......................(indicate the name of Bank), undertake to pay to the RISL any money so demanded

notwithstanding any dispute or disputes raised by the contractor(s) in any suit or proceeding pending


Page 115 of 128

before any Court or Tribunal or Arbitrator etc. relating thereto, our liability under these presents being absolute, unequivocal and unconditional.

4. We.....................(indicate the name of Bank) further agree that the performance guarantee herein

contained shall remain in full force and effective up to <DATE> and that it shall continue to be enforceable for above specified period till all the dues of RISL under or by virtue of the said Agreement have been fully paid and its claims satisfied or discharged or till the RISL certifies that the terms and conditions of the said Agreement have been fully and properly carried out by the said Contractor(s) and accordingly discharges this guarantee.

5. We ...........................(indicate the name of Bank) further agree with the RISL that the RISL shall have

the fullest liberty without our consent and without affecting in any manner our obligations hereunder to vary any of the terms and conditions of the said Agreement or to extend time of performance by the said Contractor(s) from time to time or to postpone for any time or from time to time any of the powers exercisable by the RISL against the said Contractor(s) and to forbear or enforce any of the terms and conditions relating to the said Agreement and we shall not be relieved from our liability by reason of any such variation, or extension being granted to the said Contractor(s) or for any forbearance, act or omission on the part of the RISL or any indulgence by the RISL to the said Contractor(s) or by any such matter or thing whatsoever which would but for this provision, have effect of so relieving us.

6. The liability of us ............................. (indicate the name of Bank), under this guarantee will not be

discharged due to the change in the constitution of the Bank or the contractor(s). 7. We .............................. (indicate the name of Bank), lastly undertake not to revoke this guarantee

except with the previous consent of the RISL in writing. 8. This performance Guarantee shall remain valid and in full effect, until it is decided to be discharged by

the RISL. Notwithstanding anything mentioned above, our liability against this guarantee is restricted to Rs........................... (Rupees..............................only).

9. It shall not be necessary for the RISL to proceed against the contractor before proceeding against the

Bank and the guarantee herein contained shall be enforceable against the Bank notwithstanding any security which the RISL may have obtained or obtain from the contractor.

10. We .............................. (indicate the name of Bank) verify that we have a branch at Jaipur. We

undertake that this Bank Guarantee shall be payable at any of its branch at Jaipur. If the last day of expiry of Bank Guarantee happens to be a holiday of the Bank, the Bank Guarantee shall expire on the close of the next working day.

11. We hereby confirm that we have the power(s) to issue this guarantee in your favor under the

memorandum and articles of Association/constitution of our bank and the undersigned is/are the recipient of authority by express delegation of power(s) and has/have full power(s) to execute this guarantee for the power of attorney issued by the bank.

Dated..........................day of....................For and on behalf of the <Bank> (indicate the Bank)

Signature

(Name & Designation)


Page 116 of 128

Bank's Seal

The above performance Guarantee is accepted by the RISL For and on behalf of the RISL

Signature

(Name & Designation)


Page 117 of 128

ANNEXURE-11: DRAFT AGREEMENT FORMAT

{To be mutually signed by selected bidder and procuring entity}

This Contract is made and entered into on this ______day of ________, 2018 by and between RajCOMP

Info Services Limited (RISL), having its head office at First Floor, Yojana Bhawan, Tilak Marg, C-Scheme,

Jaipur-302005, Rajasthan (herein after referred to as Purchaser/ RISL) which term or expression, unless

excluded by or repugnant to the subject or context, shall include his successors in office and assignees on

ONE PART

And

M/s__________________, a company registered under the Indian Companies Act, 1956 with its registered

office at _____________________ (herein after referred as the “Successful Bidder/ Supplier”) which term

or expression, unless excluded by or repugnant to the subject or context, shall include his successors in

office and assignees on the OTHER PART.

Whereas,

Purchaser is desirous of appointing an agency for <project title>as per the Scope of Work and Terms and

Conditions as set forth in the RFP document dated _________ of <NIB No _________________>.

And whereas

M/s______________ represents that it has the necessary experience for carrying out the overall work as

referred to herein and has submitted a bid and subsequent clarifications for providing the required

services against said NIB and RFP document issued in this regard, in accordance with the terms and

conditions set forth herein and any other reasonable requirements of the Purchaser from time to time.

And whereas

Purchaser has accepted the bid of supplier and has placed the Work Order / Letter of Intent vide Letter

No. __________________dated _______, on which supplier has given their acceptance vide their Letter

No._____________ dated ____________.

And whereas

The supplier has deposited a sum of Rs. ________________/- (Rupees _________________) in the form of

__________________ ref no. _________________ dated ______________ of ____________ Bank and

valid up to _____________ as security deposit for the due performance of the contract.

Now it is hereby agreed to by and between both the parties as under: -

1. The NIB Ref. No. ____________________________ dated ___________ and RFP document dated

_________ issued by RISL along with its enclosures/ annexures, wherever applicable, are deemed to be

taken as part of this contract and are binding on both the parties executing this contract.

2. In consideration of the payment to be made by RISL to supplier at the rates set forth in the work order

no. ____________________ dated _________ will duly supply the said articles set forth in “Annexure-9

Bill of Quantity” thereof and provide related services in the manner set forth in the RFP, along with its

enclosures/ annexures and Technical Bid along with subsequent clarifications submitted by supplier.


Page 118 of 128

3. The RISL do hereby agree that if supplier shall duly supply the said articles and provide related services

in the manner aforesaid observe and keep the said terms and conditions of the RFP and Contract, the

RISL will pay or cause to be paid to supplier, at the time and the manner set forth in the said conditions

of the RFP, the amount payable for each and every project milestone & deliverable. The mode of

Payment will be as specified in the RFP document.

4. The timelines for the prescribed Scope of Work, requirement of services and deployment of technical

resources shall be effected from the date of work order i.e. ____________ and completed by supplier

within the period as specified in the RFP document.

5. In case of extension in the delivery period is granted with full liquidated damages, the recovery shall be

made on the basis of following percentages of value of unsupplied services : -

S. No. Condition LD %*

a. Delay up to one fourth period of the prescribed period of delivery of the


b. Delay exceeding one fourth but not exceeding half of the prescribed period of


c. Delay exceeding half but not exceeding three fourth of the prescribed period of


d. Delay exceeding three fourth of the prescribed period of delivery of the


Note:

i. Fraction of a day in reckoning period of delay in supplies/ maintenance services shall be

eliminated if it is less than half a day.

ii. The maximum amount of agreed liquidated damages shall be 10%.

iii. If supplier requires an extension of time in completion of contractual supply on account of

occurrence of any hindrances, he shall apply in writing to the authority which had placed the

work order, for the same immediately on occurrence of the hindrance but not after the

stipulated date of completion of supply.

iv. Delivery period may be extended with or without liquidated damages if the delay in the supply of

goods in on account of hindrances beyond the control of supplier.

6. The Penalties shall be implemented and deducted as per the SLAs defined in the RFP.

7. All disputes arising out of this agreement and all questions relating to the interpretation of this

agreement shall be decided as per the procedure mentioned in the RFP document.

8. In case of agreement with Supplier/service provider:

“This agreement is being executed on behalf of M/s (Concerned Department)…………………., to procure

defined goods and services, RISL is acting merely as a Pure Agent who neither intends to hold or holds

any title to the goods and services being procured or provided. So all the goods and services are

required to be delivered in the name of M/s (Concerned Department)…………………. along with invoices

of supplied items, although payment will be made by RISL on behalf of said department/company.”


Page 119 of 128

9. In case of MOU with Department/PSU

“This MOU is being executed to procure defined goods and services, RISL is acting merely as a Pure

Agent who neither intends to hold or holds any title to the goods and services being procured or

provided. So all the goods and services (except management consultancy) will be delivered in the

name of M/s (Concerned Department)…………………. along with invoices of supplied items, although

payment will be made by RISL on behalf of M/s (Concerned Department)………………….”

In witness whereof the parties have caused this contract to be executed by their Authorized Signatories on

this _____day of _______________, 2018.

Signed By: Signed By:

( )

Designation:,

Company:

Managing Director, RISL

In the presence of:

In the presence of:

( )

Designation:

Company:

( )

Designation:

Rajcomp Info Services Limited, Jaipur

( )

Designation:

Company:

( )

Designation:



Page 120 of 128

ANNEXURE-12: INDICATIVE CONFIDENTIALITY AND NON DISCLOSURE AGREEMENT

This confidentiality and non-disclosure agreement (“Agreement”) is made on this

_____________day of ____, 2018

BETWEEN

RajCOMP Info Services Limited (RISL),, having its head office at First Floor, Yojana Bhawan, Tilak

Marg, C-Scheme, Jaipur-302005, Rajasthan (herein after referred to as Purchaser/ DoIT&C, which

expression shall, unless repugnant to the context hereof or excluded specifically, mean and include its

successors, assigns and administrators) of the FIRST PART,

AND

Company Name, India (hereinafter referred to as ‘Successful Bidder/ Successful bidder/System

Integrator’, which expression shall, unless repugnant to the context hereof or excluded specifically, mean

and include its successors, assigns and administrators) of the SECOND PART.

WHEREAS

a. The RISL wishes to appoint an agency for IT FMS Team for Bhamashah State Data Centre Jaipur and

DR Site Jodhpur. For the purpose there will be a requirement to exchange certain information related

to or hosted in Bhamashah State Data Centre Jaipur and DR Site Jodhpur Site which is proprietary and

confidential information.

b. The RISL is willing to disclose such information to only on the terms and conditions contained in this

Agreement. The SI agrees to hold the Covered Data and Information in strict confidence. SI shall not

use or disclose Covered Data and Information received from or on behalf of Government of

Rajasthan/DoIT&C/RISL except as permitted or required by the Agreement, or as otherwise

authorized in writing by RISL.

NOW, THEREFORE, THE PARTIES HERETO AGREE AS FOLLOWS:

1. Definition: In this agreement unless the contest otherwise requires:

1.1. "Confidential Information" shall mean

a) any and all information concerning Data Centre (DC), Disaster Recovery (DR) Site or any other

successor,

b) any and all trade secrets or other confidential or proprietary information related and hosted in

Data Centre (DC) and Disaster Recovery (DR) Site

c) Passwords of IT/Non IT equipments of DC, user identifications, or other information that may

be used to access information systems, networking diagrams, technical specifications of

IT/Non IT equipments, policies of firewall/IDs/IPS /routers /switches and information hosted

on IT equipments in DC and Disaster Recovery (DR) Site.

1.2. Proprietary Information shall mean as technical data and other information (including but not

limited to digital data, products, substances, organisms, technology, research results or plans,

system processes, workflows, know-how, reports, descriptions, drawings, design, compositions,

strategies, trade secrets, business and financial information, and computer software) in whatever

form, which is related or hosted with Data Centre (DC)& Disaster Recovery (DR) Site and is

disclosed or delivered by the First Party to the Second Party, whether by means of written or oral

disclosure or otherwise.

2. Limitations on Use and Disclosure of Confidential and Proprietary Information


Page 121 of 128

2.1. Confidential and Proprietary Information disclosed by the RISL and/or other departments/PSU

whose data are hosted in DC shall be used by the SI solely for the purpose of fulfilment of the

obligation and work assigned to it as per order no. _______________and shall not otherwise be

used for his benefit or otherwise. All information encountered in the performance of duties shall

be treated as confidential unless and until advised otherwise by RISL or its representative.SI shall

not share, record, transmit, alter, or delete information residing/hosted in the information

systems except as required in performance of the job duties.

2.2. Confidential and Proprietary Information shall not be copied or reproduced by the SI without the

express written permission of the RISL, except for such copies as may be reasonably required for

accomplishment of the purpose stated in the tender no. _________________________.

2.3. Confidential and Proprietary Information shall be disclosed only to the Director or employees of

the SI who have a 'need to know' in connection with the purpose stated above, and who

additionally agree to the nondisclosure requirements of this Agreement. Any further disclosure of

confidential and Proprietary Information by the SI shall be treated as a breach of this Agreement

by the SI.

2.4. Confidential and Proprietary Information shall not be disclosed by the SI to any third party

without the prior written consent of the First Party.

2.5. This Agreement shall not restrict disclosure or use of Confidential and Proprietary Information

which:

a. was in the public domain at the time of disclosure or thereafter enters the public domain

through no breach of this Agreement by the SI; or

b. was, at the time of receipt, otherwise known to the SI without restriction as to use or

disclosure; or

c. becomes known to the SI from a source other than the RISL and/or other departments/PSU

without a breach of this Agreement by the SI; or

d. is developed independently by the SI without the use of Proprietary Information disclosed to

it hereunder; or

e. Is otherwise required to be disclosed by law.

3. Business Obligation:

3.1. During the complete contract period and even after 3 years of the expiry of the agreement, the SI

shall not

a. Disclose Confidential Information in any manner or form to any person other than its own

employees for the limited purpose stated herein, or

b. Use Confidential Information for its own benefit or for the benefit of any person or entity

other than the RISL, without the prior written consent of the RISL.

3.2. Whereas, the RISL as a matter of policy and with a view to operate and maintain DR Site has given

order to the SI Work Order No for IT FMS for Bhamashah State Data Centre Jaipur and DR Site

Jodhpur. As specified in the service level agreement (SLA).

3.3. Whereas, the RISL under the circumstances referred, herein before, wants to protect itself from

any misuse of the confidential and proprietary information by the third party i.e. person or

persons (employees of SI), had entered into an agreement with the SI that the second party shall

not divulge such information either during the course of the life of this agreement or even after

the expiry of the agreement.

3.4. Whereas, the SI has agreed to fully abide by the terms of this non-disclosure agreement and it has


Page 122 of 128

also been agreed by the parties that if there will be any breach or violation of the terms of

agreement vis-à-vis non-disclosure clause, the SI shall not only be liable for consequential costs

and damages but in addition to that will also be liable for criminal prosecution in accordance with

the prevailing laws.

3.5. Whereas, the SI having in his possession or control any secret official code or password or digital

data or any sketch, plan, model, article, note, document or information which falls within the

purview of confidential or proprietary information, the SI shall not part with any part of such

information to anyone under any circumstances, whatsoever, without the prior approval of the

RISL and if this is violated, the RISL shall have the legal right to initiate civil and criminal

proceeding against it under the provisions of the relevant law.

3.6. Whereas, the RISL shall have the entire control over the functioning of the SI and the SI shall work

according to the instruction of the RISL and in case if this is violated by the SI in any mode or

manner, the RISL shall have the legal right to initiate civil and criminal proceeding against it under

the provisions of the relevant law.

3.7. Whereas, if the SI permits any person or persons without permission of the RISL to have –

a. Access or secures access to such computer, computer system or computer network which has

the connectivity with the confidential and proprietary information or;

b. Downloads, copies or extracts any data, computer data base or information from such

Database Server, Web Server, Computer System, networking equipments or Computer

Network including information or data held or stored in any removable storage medium which

has the connectivity with the confidential and proprietary information or;

c. Damages any Database Server or causes to damage any Database Server, Web Server,

computer system, computer network, data, data base or any other programmes residing in

such Server, computer system or computer network;

d. Denies or causes the denial of access to any authorized person of the RISL to have access to

any computer system or computer network by any means;

Shall be liable to pay damages by way of compensation and would also be liable for criminal

prosecution in accordance with the prevailing laws.

3.8 SI shall report to RISL any use or disclosure of confidential and/or proprietary information/data not

authorized by this Agreement in writing by RISL. SI shall make the report to RISL within not less than

one (1) business day after SI learns of such use or disclosure. SI report shall identify:

a) The nature of the unauthorized use or disclosure,

b) The confidential and/or proprietary information/data used or disclosed,

c) Who made the unauthorized use or received the unauthorized disclosure,

d) What SI has done or shall do to mitigate any deleterious effect of the unauthorized use or

disclosure, and

e) What corrective action SI has taken or shall take to prevent future similar unauthorized use or

disclosure.

SI shall provide such other information, including a written report, as reasonably requested by

DoIT&C.

3.9 The SI hereby agrees and consents that temporary or permanent injunctive relief and/or an order of

specific performance may be granted in lieu of, or in addition to other available relief in any

proceeding brought by RISL to enforce this Agreement, without the necessity of proof of actual


Page 123 of 128

damages and without posting bond for such relief.

4. Dispute Resolution:

4.1. Whereas, both the parties have agreed that in the event of any dispute or differences arising in

between the parties, the courts at Jaipur shall only have jurisdiction to adjudicate the

disputes/differences.

IN WITNESS WHERE OF the Parties here to have hereunto set their hands and seal the day and year first

above written.

Signed By: Signed By:

( )

Designation:,

Company:

( )

Managing Director


In the presence of:

In the presence of:

( )

Designation:

Company:

( )

Designation:


( )

Designation:

Company:

( )

Designation:



Page 124 of 128

ANNEXURE-13: MEMORANDUM OF APPEAL UNDER THE RTPP ACT, 2012

Appeal No ………of ……………

Before the ………………………… (First/ Second Appellate Authority)

First Appellate Authority is Principal Secretary, IT&C, GoR, Jaipur

Second Appellate Authority is Secretary (Budget), Finance Department, GoR, Jaipur

1. Particulars of appellant:

a. Name of the appellant: <please specify>

b. Official address, if any: <please specify>

c. Residential address: <please specify>

2. Name and address of the respondent(s):

a. <please specify>

b. <please specify>

c. <please specify>

3. Number and date of the order appealed against and name and designation of the officer/ authority

who passed the order (enclose copy), or a statement of a decision, action or omission of the procuring

entity in contravention to the provisions of the Act by which the appellant is aggrieved: <please

specify>

4. If the Appellant proposes to be represented by a representative, the name and postal address of the

representative: <please specify>

5. Number of affidavits and documents enclosed with the appeal: <please specify>

6. Grounds of appeal (supported by an affidavit): <please specify>

7. Prayer: <please specify>

Place …………………………………….

Date ……………………………………


Page 125 of 128

ANNEXURE-14: FORMAT FOR SUBMISSION OF PROJECT REFERENCES FOR PRE-QUALIFICATION AND

TECHNICAL EXPERIENCE


Criteria S.

No.

Name of

Client

Project Cost

Year of Execution

Details of testimonials attached (work

order/contract/client certificate)

Page number where

the work order is

provided

The bidder should have

experience in providing IT

Facility Management

Services at least three

Data Centres during the

last five (5) years (2012-13

to 2016-2017) in India

IT FMS for Data

Centres with Project

cost of average 10

Crore or more per

annum for will be

considered.

Bidder’s in house data

centres shall not be

considered.

Bidders who have built their own Internet Data Centre (IDC) for commercial use will be considered.

1.

2.

3.

4.

5.

Note: This Annexure also use for Schedule-A of Technical Evaluation Criteria.


Page 126 of 128

ANNEXURE-15: FORMAT FOR SUBMISSION OF PROJECT REFERENCES FOR PRE-QUALIFICATION AND

TECHNICAL EXPERIENCE


Criteria S.

No.

Name of

Client

Project Cost

Year of Execution

Details of testimonials attached (work

order/contract/client certificate)

Page number

where the work order is provided

Experience of maintaining ISO 27001 / ISO 20000 certified Data Centres The bidder must have operated / Managed or is operating / managing with ISO 27001 / ISO 20000 certified at least three Data Centres (valid as on tender submission date).

1.

2.

3.

4.

5.

Note: This Annexure also use for Schedule-D of Technical Evaluation Criteria.


Page 127 of 128

ANNEXURE-16: ISO CERTIFICATION

{To be submitted by the bidder only on his Letter Head duly signed by Auth. Sign. & HR Head}

ISO 27001 Lead Auditors

S. No. Details Person-1 Person-2 Person-3 …………… Person-9 Person-10

1 Person Name

2 Position held in Firm

3 Mobile Number

4 Email ID

5 Age

6 Certification Name

7 Certification ID

8 Education

9 Technical Work Experience

Date: Signature of HR:

ISO 20000 Lead Auditors

S. No. Details Person-1 Person-2 Person-3 …………… Person-9 Person-10

1 Person Name

2 Position held in Firm

3 Mobile Number

4 Email ID

5 Age

6 Certification Name

7 Certification ID

8 Education

9 Technical Work Experience

Date: Signature of HR:

Note: This Annexure also use for Schedule-E of Technical Evaluation Criteria.


Page 128 of 128

ANNEXURE-17: HR CERTIFICATE FOR MANPOWER PROFESSIONALS


To,




In response to the NIB Ref. No. _____________________________ dated ___________

Subject: Self-Declaration on Technically Qualified Professionals by HR

We, <Bidder Name> hereby declare that we have on our payroll <No. of technical professionals>

technically professional with respect to providing the Data Center Facility Management Services only as on

date of bid submission.

The details of staff as required is attached hereby

S.No. Employee

Name

Employee

ID

Designation Specialization DoJ Certification Name with ID,

if Any

1

2

….

n

Thanking you,




Date:

Place:

Note: This Annexure also use for Schedule-B of Technical Evaluation Criteria.